Senior Technical Support Engineer

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

📋 Description

• Deliver exceptional service to both our Self-Service and Enterprise customers.

• Assist customers using our diverse deployment models (Self Hosted, CockroachDB Dedicated, and Serverless).

• Cultivate extensive technical knowledge of CockroachDB and related technologies.

• Identify trends in customer issues and propose enhancements to our products and services.

• Collaborate with our Documentation, Product, Sales, and Engineering teams to facilitate these enhancements.

• Aid in the development and refinement of our support processes, tools, and systems.

• Create Runbooks & Playbooks for encountered issues to minimize future resolution time.

• Engage in our Follow-The-Sun model to maintain work continuity for priority tickets beyond your shift.

• Reproduce technical problems and collaborate with Engineering to address them on behalf of our customers.

⛳️ Requirements

• 5-8 years of experience in Technical Support within a software company.

• Understanding of distributed systems, Linux, and the capability to read and write SQL.

• Proficiency in using Zendesk, Jira, Confluence, or similar tools.

• A strong enthusiasm for interacting directly with users and the ability to tailor the tone and content of communication for effective reception.

• A client-centric approach to critical thinking.

• Excellent written and verbal communication skills, including the ability to deliver root cause analysis to various stakeholders.

• An eagerness to work with a growing roster of Enterprise customers, providing the level of professionalism expected by Fortune 500 companies.

• A proactive mindset, capable of anticipating issues and ensuring resolution for technical challenges.

• Familiarity with, or a willingness to learn about, the technologies that empower enterprise applications.

• Experience in creating order from disarray.

• An aptitude for absorbing information; you enjoy delving into technical details without losing sight of your objectives.

• Availability to participate in a weekend on-call rotation.

🏝️ Benefits

• Medical Insurance

• Flexible Time Off

• Paid Parental Leave

• Mental Wellbeing Benefits

• Internet Reimbursement

• Wellness Allowance

• Food Allowance

• Office Commute Reimbursement

• And more!