Technical Support Engineer

Summary

Join InfluxData's growing support team and level up your skills in cutting-edge technology, Golang, and SaaS operations. As a Support Engineer, you will respond to customer support questions, collaborate with developers and product teams to resolve issues, host webinars, and engage with the open-source community. You'll be a key part of the 24/7 support presence, working with a diverse range of customers from Fortune 500 enterprises to startups and academic researchers. You will need to demonstrate ownership, reproduce customer issues, partner with customers to achieve their goals, and adhere to contractual SLAs. The role requires strong problem-solving skills, the ability to work independently and globally, and excellent communication skills.

Requirements

• 5+ years of technical work experience: support, development, engineering, etc
• Profound knowledge in database concepts, automation, monitoring, templating, APIs, and Linux based CLIs
• Experience in a customer-facing position
• Excellent written and verbal English communication skills
• Empathy for people facing technical challenges
• Knowledge of Networking and HTTP(S)
• Expertise in at least in one of the following: SQL, Python+NumPy/SciPy, R, Matlab, Haskell
• Proficiency integrating with AWS, Azure, GCP, and their associated Kubernetes environments
• Exposure to AWS Lambda (or equivalent), RDS, S3 (or equivalent)
• Advanced data manipulation skillset in Parquet, JSON, and CSV formats
• Familiarity with system monitoring tools and practices (Nagios, Zabbix, Zenoss, Sensu, etc.)
• Git or other version control systems experience

Responsibilities

• Demonstrate ownership, follow-through with customers and drive issues to resolution
• Reproduce customer issues and test new product functionality
• Partner with customers to achieve their desired goals by illustrating best practices
• Adhere to contractual SLAs for responsiveness
• Update and extend documentation
• Participate in on-call rotation for the SaaS product with rest of the team
• Enhance our InfluxDB Cloud offering using automation and monitoring tools
• Develop solutions using SQL, Python, and Golang
• Communicate recurring issues, challenges, and roadblocks with fellow team members and products

Preferred Qualifications

• Software development experience, particularly Golang, Rust or Apache Arrow
• Fluency with queuing (Kafka, Rabbit MQ, MQ Series, etc.)
• Competence in working with time-series data tools
• Professional Services or Training experience
• Multi-lingual