Description:

The Cloud Database Support Engineer will provide crucial support to enterprise customers by diagnosing and resolving complex technical issues related to databases.
Responsibilities include troubleshooting database internals, SQL queries, and system-related configurations to ensure the seamless operation of cloud databases.
The role involves working closely with product development teams, sales engineers, and technical account managers to ensure quick resolutions for critical outages and to help improve internal processes.
The position demands technical expertise combined with a customer-focused approach to ensure positive customer experiences.
Key accountabilities include offering email and live technical support for complex customer issues, reproducing product issues, conducting quality assurance (QA), and submitting bug reports or feature requests to relevant engineering teams.
The engineer will collaborate with development, sales, and technical account management teams to stay updated on customer issues and keep all teams aligned.
Responsibilities also include streamlining support and engineering processes, authoring internal documentation, and creating run-books to improve team efficiency and effectiveness.
Ensuring customer satisfaction by providing timely and effective support while consistently meeting service-level expectations is essential.

Requirements:

Candidates must have 5+ years of customer-facing technical support experience, particularly in complex database systems.
Experience with MySQL or similar databases (e.g., MariaDB, Aurora) is required, along with SQL query optimization skills.
A solid understanding of sysadmin tasks, including Linux systems, system I/O checks, network throughput measurements, and log file analysis is necessary.
Experience with scripting languages such as Python, Bash, or Go for quick problem-solving and codebase navigation is essential.
Familiarity with distributed systems and cloud platforms (AWS/GCP) is required, with a focus on performance optimization and bottleneck removal.
Strong communication skills are necessary, with the ability to clearly explain complex technical concepts to non-technical stakeholders.

The position offers stock options and a competitive salary package.
Employees will enjoy flexible paid time off and monthly three-day weekends.
The company provides 14 weeks of fully-paid gender-neutral parental leave, along with fertility and adoption assistance.
A comprehensive health insurance package is included, covering medical, dental, vision, and life/disability.
Mental health counseling and a 401(k) retirement plan are also part of the benefits.
The work environment is supportive and inclusive, with opportunities for growth.
Additional perks include the ability to work remotely and a culture that values learning and development.