Customer Support Engineer

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

📋 Description

• Provide advice and manage support inquiries from both customers and developers utilizing the PlanetScale platform.

• Address, troubleshoot, and resolve issues via support tickets, customer Slack channels, public discussions, and various other support avenues.

• Assist customers in effectively utilizing PlanetScale, covering areas such as queries, schema modifications, application behavior, database connectivity, and production workflows.

• Develop and enhance internal and external documentation, support playbooks, troubleshooting manuals, and customer-facing resources.

• Identify product deficiencies and patterns of recurring customer friction, collaborating with Engineering to prioritize enhancements.

• Contribute to the development of systems, processes, and practices aimed at delivering outstanding developer-focused support at scale.

• Aid developers and businesses in resolving genuine production challenges while influencing the product, documentation, and support frameworks.

⛳️ Requirements

• Proven experience in supporting production applications, databases, developer tools, infrastructure, or other technical products.

• Proficient understanding of SQL, with a preference for experience in MySQL and/or PostgreSQL.

• Excellent debugging abilities and a strong aptitude for analyzing application and database behavior.

• Programming experience and familiarity with reading and navigating unfamiliar code.

• Experience with application frameworks, ORMs, database connectors, or application deployment methodologies.

• Openness to exploring new languages, frameworks, tools, and customer environments.

• Exceptional written and verbal communication skills.

• Strong empathy for customers, developers, and colleagues.

• Previous experience in a remote work setting (beneficial).

• Familiarity with AWS, GCP, or Azure (beneficial).

• Knowledge of monitoring, observability, and debugging tools (beneficial).

• Experience in establishing support processes, documentation systems, or teams from the ground up (beneficial).

🏝️ Benefits

• Benefits are included as part of the overall compensation package.

• Equity is also part of the total compensation.

• Disability accommodations are available throughout the interview process.

• An inclusive and equitable work environment is fostered.

• Flexible location support allows for work from any location within the US.