Support Engineer

Overview

Support Engineer on SingleStore's Support Engineering Team, acting as frontline technical experts on complex customer database issues, with a strong engineering focus on database internals, Linux and SQL behaviour.

What you'll do

• Provide email and live technical support to 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.
• Participate in our on-call rotation that may include weekends and holidays.

What you'll need

• 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 Kubernetes and sysadmin skill set.
• Comfortable testing software and finding its limits, hands-on with Linux, checking utilization of system I/O, measuring network throughput, and comfortable navigating large log files.
• Experience with a scripting or coding language, such as Python, Bash, or Go, and be able to navigate through a code base.
• Familiarity with distributed systems and AWS/GCP, understanding how organizations deploy and maintain distributed applications and services across multiple machines.
• Strong written and verbal English communication skills.
• Ability to explain technical concepts to a wide range of end-users.

Nice to have

• Knowing how to analyze distributed systems for performance bottlenecks and remove single points of failure.

Details

• Location: India.
• Required hours: 11:30 AM IST to 8:30 PM IST (9 hours), 5 days a week.
• On-call rotation may include weekends and holidays.