Support Engineer

Role overview This is a deeply technical support engineering role focused on resolving complex database issues for enterprise customers. The position blends frontline customer support with hands-on engineering work, including investigating database internals, memory allocators, Linux and host configurations, and SQL query behavior. The schedule is Monday through Friday, 9:00 AM to 6:00 PM US Pacific Time.

Responsibilities - Respond to email and live technical support requests from enterprise customers, acting as the first line of defense for complex issues, bug diagnosis, and outage resolution. - Reproduce product issues, perform quality assurance, and submit formal bug reports or feature requests to engineering teams. - Collaborate with software developers, sales engineers, and technical account managers to keep all stakeholders informed about customer issues. - Improve support and engineering processes by authoring internal runbooks and public documentation, and identifying tooling improvements. - Learn each customer's environment well enough to deliver accurate diagnoses and a consistently positive support experience.

Requirements - 4+ years of customer-facing technical support experience at an advanced level. - Hands-on experience with MySQL or MySQL-compatible databases (MariaDB, Aurora, etc.) and SQL query optimization. - Kubernetes and sysadmin skills, including Linux, system I/O, network throughput analysis, and navigating large log files. - Proficiency with a scripting or coding language such as Python, Bash, or Go for quick problem-solving and code navigation. - Familiarity with distributed systems and cloud platforms such as AWS or GCP. - Strong written and verbal English communication skills with the ability to explain technical concepts to varied audiences.

Nice to have - Ability to analyze distributed systems for performance bottlenecks and remove single points of failure.