Senior Technical Support Engineer

Summary

Join Cockroach Labs as a Senior Technical Support Engineer and contribute to the success of innovative companies. This role offers flexibility with a location in the West or Central US. You will provide exceptional support to customers across various deployment models, develop technical expertise in CockroachDB, and collaborate with multiple teams to improve products and processes. You will also participate in a Follow-The-Sun model and contribute to developing support processes and tooling. The role requires 4-7 years of experience in technical support and expertise in distributed systems, Linux, and SQL. Cockroach Labs offers a comprehensive benefits package including stock options, medical, vision, and dental insurance, life and disability insurance, professional development funds, flexible time off, and more.

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

• Stock Options
• Medical Insurance
• Vision Insurance
• Dental Insurance
• Life and Disability Insurance
• Professional Development Funds
• Flexible Time Off
• Paid Holidays
• Paid Sick Days
• Paid Parental Leave
• Retirement Benefits
• Mental Wellbeing Benefits