Support Engineer | West Coast

SingleStore is a cloud-native database company that empowers digital leaders to deliver exceptional, real-time data experiences. They are seeking a Support Engineer who will provide technical support to enterprise customers, diagnose complex database issues, and collaborate with various teams to enhance customer experience and operational knowledge.

Responsibilities:

• Provide email and live technical support to our enterprise customers, acting as the first line of defense for complex technical issues, bug diagnosis, or resolving critical outages
• Identify and reproduce product issues, perform QA, and submit formal bug reports or feature requests to the appropriate Engineering team
• Collaborate closely with software developers, sales engineers, and technical account managers to keep all teams up to date with current issues a customer may be facing
• Work to streamline and improve various Support and Engineering processes and tools, author new internal run-books or public documentation, and help the team continually improve efficiency and effectiveness
• Ensure customers have a positive support experience during every interaction

Requirements:

• 4+ years of advanced customer-facing technical support experience
• Experience with MySQL or MySQL-like (MariaDB, Aurora, etc) database and SQL Query Optimization
• A solid sysadmin/QA/Testing skill set. That means you are comfortable testing software and finding its limits, hands-on with Linux, checking utilization of system I/O, measuring network throughput, and are comfortable navigating large log files. Familiarity with Kubernetes and past Testing/QA experience
• Experience with a scripting or coding language. Whether it's Python, Bash, or Go, you should have a go-to solution for quick and dirty problem-solving and be able to navigate through our code base
• Familiarity with distributed systems and AWS/GCP. You understand how organizations deploy and maintain distributed applications and services across multiple machines Bonus points for knowing how to analyze them for performance bottlenecks and remove single points of failure
• Strong written and verbal English communication skills. Have the ability to explain technical concepts to a wide range of end-users