Support Engineer

Role overview

Resolve complex technical problems for enterprise customers using a distributed SQL database. This support engineering role involves investigating database internals, query behavior, Linux systems, and host configuration, then working with engineering and infrastructure teams to diagnose issues and improve the product. The schedule is Monday through Friday, 9 a.m. to 6 p.m. US Pacific time.

Responsibilities

- Provide email and live support for complex customer issues, including product bugs and critical outages. - Reproduce problems, test software, and prepare bug reports or feature requests for engineering teams. - Investigate database and SQL performance, system resource use, network behavior, logs, and customer environments. - Coordinate issue updates with developers, sales engineers, and technical account managers. - Improve support processes and tools, and write internal runbooks or customer-facing documentation. - Help customers understand the system and maintain a positive support experience throughout investigations.

Requirements

- 4+ years of advanced, customer-facing technical support experience. - Experience with MySQL or a compatible database, including SQL query optimization. - Practical Kubernetes, Linux, and systems administration skills, including diagnosing I/O, network throughput, and large log files. - Scripting or coding experience in Python, Bash, Go, or a similar language, and comfort navigating a codebase. - Familiarity with distributed systems and cloud environments such as AWS or GCP. - Strong written and spoken English, with the ability to explain technical issues to a range of users.