Senior Technical Support Engineer

Summary

Join Cockroach Labs as a Senior Technical Support Engineer and help make CockroachDB easy for our customers. This remote role, based in London, UK, offers the chance to provide extraordinary service to both self-service and enterprise clients across various deployment models. You will develop deep technical expertise in CockroachDB, identify patterns in customer issues, and collaborate with other teams to improve products and processes. You'll also contribute to support process development, create runbooks, and participate in a Follow-The-Sun model. The role involves mentoring and training new team members and requires a client-centric approach to problem-solving.

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