Senior Technical Support Engineer

Summary

Join Cockroach Labs as a Senior Technical Support Engineer and provide extraordinary service to both Self-Service and Enterprise customers. Based in London, UK, this remote role requires 5-8 years of experience in technical support at a software company. You will support customers across various deployment models, develop technical expertise in CockroachDB, identify patterns in customer issues, and collaborate with other teams to improve products and processes. You will also develop runbooks and playbooks, participate in a Follow-The-Sun model, and reproduce technical issues for resolution. The role involves mentoring and training new team members and contributing to improved offerings. This position offers a hybrid work model.

Requirements

• 5-8 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