Cloud Database Support Engineer

Summary

Join SingleStore's Support Engineering team as a technical subject matter expert, providing advanced technical support to enterprise customers. This role involves diagnosing complex database issues, investigating system configurations, and optimizing SQL queries. You will collaborate with various teams, including developers and sales engineers, to resolve customer issues and improve internal processes. The position requires 5+ years of experience in customer-facing technical support, expertise in MySQL or similar databases, and strong system administration skills. You will need scripting/coding experience and familiarity with distributed systems and cloud platforms (AWS/GCP). Excellent communication skills are essential for explaining technical concepts to diverse audiences. The role includes an on-call rotation.

Requirements

• 5+ 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
• 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

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

Preferred Qualifications

• Bonus points for familiarity with Kubernetes and past Testing/QA experience
• Bonus points for knowing how to analyze them for performance bottlenecks and remove single points of failure

Benefits

• Stock options
• Flexible paid time off
• Monthly three-day weekends
• 14 weeks of fully-paid gender-neutral parental leave
• Fertility and adoption assistance
• Mental health counseling
• 401(k) retirement plan
• Rich health insurance offerings—including medical, dental, vision and life and disability insurance