Enterprise Support Engineer

Role overview

Provide expert, customer-facing support for enterprise users operating production database platforms. The role combines database troubleshooting, technical guidance, incident response, and cross-functional product feedback, with responsibility for helping customers resolve difficult issues while improving their ability to operate independently.

Responsibilities

- Investigate and resolve enterprise support cases involving database platforms, applications, connectors, and infrastructure. - Diagnose complex production problems by tracing symptoms to root causes across database engines, dependencies, and customer environments. - Advise customers on reliable operation, performance, configuration, and troubleshooting practices. - Identify recurring product gaps and communicate customer-specific findings to technical account, engineering, and sales engineering teams. - Escalate and prioritize high-impact issues, contributing context that helps engineering teams deliver effective fixes. - Participate in an on-call rotation for urgent or high-priority incidents.

Requirements

- Experience supporting production databases and applications, preferably in high-scale environments. - Knowledge of database internals and performance tuning for PostgreSQL and MySQL. - Working knowledge of Kubernetes and containerized infrastructure. - Strong written and verbal communication skills, with confidence working directly with customers. - Excellent debugging ability and a methodical approach to isolating root causes. - Ability to read unfamiliar code, investigate dependencies, work independently, and ask for help when an issue exceeds your current context.

Benefits and work setup

- Remote role open across North America, Asia-Pacific, and Europe, the Middle East, and Africa. - The source lists a total compensation program that may include base salary, variable compensation where applicable, benefits, and equity.