Remote Cloud Database Support Engineer

Description:

• The Cloud Database Support Engineer position involves providing email and live technical support to enterprise customers, serving as the initial point of contact for complex technical issues, bug diagnosis, and resolving critical outages.
• Responsibilities include identifying and reproducing product issues, performing QA, submitting bug reports or feature requests to the Engineering team, collaborating with various teams, and improving Support and Engineering processes.
• The role requires working from 9:00 AM - 6:00 PM PST and participating in an on-call rotation that may include weekends and holidays.
• Support Engineers need to delve into database internals, memory allocators, Linux configurations, and SQL query behavior to resolve complex database issues.
• They must have strong written and verbal English communication skills to explain technical concepts to end-users effectively.

Requirements:

• 3+ years of advanced customer-facing technical support experience is required.
• Experience with MySQL or MySQL-like databases and SQL Query Optimization is necessary.
• A solid sysadmin/QA/Testing skill set is needed, including hands-on experience with Linux, testing software, measuring system I/O utilization, and navigating large log files.
• Proficiency in a scripting or coding language like Python, Bash, or Go is essential for problem-solving.
• Familiarity with distributed systems, AWS/GCP, Kubernetes, and past Testing/ QA experience is preferred.
• Understanding of how organizations deploy and maintain distributed applications and services across multiple machines is required.
• Strong communication skills to collaborate with software developers, sales engineers, and technical account managers.

Benefits:

• Stock options, flexible paid time off, and monthly three-day weekends are provided.
• 14 weeks of fully-paid gender-neutral parental leave, fertility and adoption assistance, mental health counseling, and a 401(k) retirement plan are included in the benefits package.
• Rich health insurance offerings, including medical, dental, vision, life, and disability insurance, are part of the compensation and benefits package.
• Salary is based on factors like skills, experience, and geographic location, with additional rewards such as merit increases and annual bonuses available for certain roles.