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Remote

Technical Support Engineer

Job Overview

We're looking for someone who gets genuinely excited when a customer's database is on fire, because they are eager to dive in and help. We run incident channels, hold calls with customer teams and stakeholders, write CEs (customer escalations) that go directly to our database engineering team, and sometimes catch product bugs before engineering does.

Key points

  1. Investigate incidents methodically — reading logs, running queries, tracing replication issues — and surface the root cause, not just the fix.

  2. Write clear internal notes and handover documentation so the next engineer can pick up exactly where you left off (this is not optional…

  3. Attempt repros of customer issues and document the steps for others to replicate.

  4. Escalate to engineering when warranted, with enough evidence that they can act immediately.

  5. You jump in. When something unfamiliar comes across the queue and no one's claimed it…

  6. You embrace not knowing the answer yet, and you see that as the start of something, not a reason to hold back.

  7. You aren't afraid to reach out for help when you're stuck. You know it's a sign that you are learning. And when others are…

  8. You have a technical background in any discipline — software, systems, automotive, aerospace, networking, electronics…

Skills

Remote (Americas)SQLTicketing ToolsLinuxStakeholder ManagementRecruiting