Support Engineer

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

📋 Description

• Deliver email and live technical assistance to enterprise clients.

• Serve as the initial point of contact for intricate technical challenges, bug identification, and significant outages.

• Detect and replicate product issues, conduct quality assurance, and submit formal bug reports or feature requests to the Engineering team.

• Collaborate with software developers, sales engineers, and technical account managers to relay current customer concerns.

• Enhance and optimize Support and Engineering processes and tools.

• Create internal runbooks and public-facing documentation.

• Boost team efficiency and productivity.

• Ensure a positive customer support experience with each interaction.

• Acquire knowledge about customer operations, systems, database functions, and technologies to effectively identify the origins and resolutions of issues.

• Engage with development, query performance engineering, product management, and infrastructure SRE teams.

⛳️ Requirements

• Over 4 years of extensive customer-facing technical support experience.

• Proficiency with MySQL or similar databases (such as MariaDB, Aurora, etc.) and expertise in SQL query optimization.

• Strong skills in Kubernetes and system administration.

• Practical experience with Linux, including monitoring system I/O utilization, measuring network throughput, and navigating extensive log files.

• Experience with a scripting or programming language like Python, Bash, or Go.

• Ability to navigate the codebase effectively.

• Familiarity with distributed systems and cloud platforms such as AWS/GCP.

• Capability to analyze distributed applications and services to identify performance bottlenecks and eliminate single points of failure.

• Excellent written and verbal communication skills in English.

• Ability to articulate technical concepts to a diverse range of end-users.

• Availability from Monday to Friday, 09:00 AM - 06:00 PM PST (US West Coast).

🏝️ Benefits

• Base salary range of $90,000 - $130,000 USD per year.

• Additional rewards may include merit increases and annual bonuses.

• Comprehensive total compensation and benefits package.