Remote Senior Technical Support Engineer

Summary

Join us on our mission to build a different breed of database—one born in the cloud and built from the ground up to help companies of any size scale fast, survive disaster, and thrive everywhere. We're looking for a Senior Technical Support Engineer to help us make CockroachDB easy for our customers.

Requirements

• 4-7 years of experience working in Technical Support at a software company
• Knowledge of distributed systems, Linux, and the ability to read and write SQL
• Experience using Zendesk, Jira, Confluence, or similar software
• A passion for working with users directly and knowing how to adjust the tone and content of a message so it's well received
• An approach to critical thinking that defaults to a client-centric approach
• Effective written and verbal communication skills including the ability to provide root cause analysis to various stakeholders
• Excitement about working with a growing list of Enterprise customers and can provide the polish expected by Fortune 500 companies
• A take-charge attitude where you can anticipate issues and ensure resolution to technical issues that come your way
• Familiarity with, or are willing to learn about, the various technologies that make enterprise applications function
• Experience creating order out of chaos
• The ability to absorb information. You love getting into the weeds technically, but don't let that distract you from achieving your goals
• The ability to participate in a weekend on-call rotation

Responsibilities

• Provide extraordinary service for both our Self-Service and Enterprise customers
• Support customers on our various deployment models (Self Hosted, CockroachDB Dedicated and Serverless)
• Develop deep technical expertise in CockroachDB and accompanying technologies
• Recognize patterns among customer issues and suggest ways to improve our product and offerings
• Partner with our Documentation, Product, Sales, and Engineering teams to guide those improvements
• Help develop and iterate on our support processes, tooling and systems
• Develop Runbooks & Playbooks for issues you’ve encountered that could reduce time to resolution in the future
• Participate in our Follow-The-Sun model to ensure work continuity beyond your shift for priority tickets
• Reproduce technical issues and work with Engineering to resolve them on behalf of our customers

Benefits

• Competitive health insurance coverage (for you and your dependents!)
• Paid parental leave (with baby bucks)
• Flexible time off & flexible hours