Support Engineer

Summary

SingleStore delivers a cloud-native distributed SQL database for data-intensive applications. The Support Engineer provides advanced technical support to enterprise customers by diagnosing complex database, Linux, SQL, and infrastructure issues, reproducing product defects, and collaborating with engineering and customer-facing teams to resolve problems and improve support processes.

Responsibilities

• Provide email and live technical support to our enterprise customers, acting as the first line of defense for complex technical issues, bug diagnosis, or resolving critical outages
• Identify and reproduce product issues, perform QA, and submit formal bug reports or feature requests to the appropriate Engineering team
• Collaborate closely with software developers, sales engineers, and technical account managers to keep all teams up to date with current issues a customer may be facing
• Work to streamline and improve various Support and Engineering processes and tools, author new internal run-books or public documentation, and help the team continually improve efficiency and effectiveness
• Ensure customers have a positive support experience during every interaction

Skills

• Monday to Friday
• US West Coast (09:00 AM - 06:00 PM PST)
• 4+ years of advanced customer-facing technical support experience
• Experience with MySQL or MySQL-like (MariaDB, Aurora, etc) database and SQL Query Optimization
• A solid sysadmin/QA/Testing skill set. That means you are comfortable testing software and finding its limits, hands-on with Linux, checking utilization of system I/O, measuring network throughput, and are comfortable navigating large log files. Familiarity with Kubernetes and past Testing/QA experience
• Experience with a scripting or coding language. Whether it's Python, Bash, or Go, you should have a go-to solution for quick and dirty problem-solving and be able to navigate through our code base
• Familiarity with distributed systems and AWS/GCP. You understand how organizations deploy and maintain distributed applications and services across multiple machines
• Strong written and verbal English communication skills. Have the ability to explain technical concepts to a wide range of end-users
• Bonus points for knowing how to analyze them for performance bottlenecks and remove single points of failure

Qualifications

Must Haves

• Monday to Friday
• US West Coast (09:00 AM - 06:00 PM PST)
• 4+ years of advanced customer-facing technical support experience
• Experience with MySQL or MySQL-like (MariaDB, Aurora, etc) database and SQL Query Optimization
• A solid sysadmin/QA/Testing skill set. That means you are comfortable testing software and finding its limits, hands-on with Linux, checking utilization of system I/O, measuring network throughput, and are comfortable navigating large log files. Familiarity with Kubernetes and past Testing/QA experience
• Experience with a scripting or coding language. Whether it's Python, Bash, or Go, you should have a go-to solution for quick and dirty problem-solving and be able to navigate through our code base
• Familiarity with distributed systems and AWS/GCP. You understand how organizations deploy and maintain distributed applications and services across multiple machines
• Strong written and verbal English communication skills. Have the ability to explain technical concepts to a wide range of end-users

Nice to Haves

• Bonus points for knowing how to analyze them for performance bottlenecks and remove single points of failure