Customer Support Developer, Databases

This is a fully remote position, open to applicants in Canada.

📋 Description

• Act as the main technical escalation contact for customer issues related to databases, providing responses through email, ticketing systems, and video calls with accuracy and clarity.

• Assess and prioritize incoming issues with a sense of urgency, consistently achieving SLA targets while utilizing AI tools to enhance efficiency and expedite resolutions.

• Investigate intricate issues involving relational databases, data warehouses, data lakes, and cloud object storage, not only identifying workarounds but also collaborating with Engineering to identify root causes and implement genuine fixes.

• Reproduce bugs reported by customers by analyzing connector logs, query plans, replication slots, transaction logs, sync state, and destination table state, documenting findings with sufficient technical detail for Engineering to act promptly.

• Assist customers during onboarding and troubleshooting related to SSH tunnels, network configuration, database user permissions, CDC setup (WAL/binlog/redo logs), and authentication for warehouses/lakes.

• Engage directly with customers in building and troubleshooting integrations, guiding them through Airbyte's database sources and destinations confidently, from authentication and SSL/SSH setup to CDC, schema evolution, incremental cursors, and typed destination tables.

• Ensure compatibility of database versions across supported engines and releases, manage testing environments, and replicate customer-reported behavior on actual database and warehouse instances.

• Support customers operating database sources (PostgreSQL, MySQL, MSSQL, Oracle, MongoDB, and others) in troubleshooting replication behavior, cursor selection, and the trade-offs between full-refresh, incremental, and CDC, as well as sync state recovery.

• Directly contribute to Airbyte's open-source database connectors and the Java/Kotlin Bulk CDK: rectify bugs, enhance error handling, strengthen schema-evolution and CDC processes, and submit pull requests to the Airbyte repository.

⛳️ Requirements

• A minimum of 2 years of experience in software engineering, data engineering, technical support, DevOps, QA, or a related role supporting developers or technical users.

• Proficiency in SQL, with practical experience in analyzing query plans, isolation levels, and performance bottlenecks.

• Strong skills in Java or Kotlin. You should be capable of reading, writing, and debugging JVM-based connector code, contributing to database sources and destinations, the Bulk CDK, and automation tools.

• Direct experience with relational databases, data warehouses, or data lakes, including knowledge of concepts such as CDC (Change Data Capture), schema evolution, and query optimization.

• Familiarity with JDBC and common database drivers, and comfort in troubleshooting connection, authentication, SSL, and SSH tunnel issues.

• A solid understanding of cloud platforms (AWS, GCP, or Azure) and data integration concepts, including ELT/ETL workflows.

• Strong troubleshooting abilities, effective communication skills with both technical and non-technical stakeholders, and a growth mindset that encourages continuous improvement even in challenging situations.

• High tolerance for ambiguity and a natural inclination to take initiative.

• Willingness to work shifts from Sunday to Thursday, Monday to Friday, or Tuesday to Saturday.

🏝️ Benefits

• Provides Equity