Support Engineer

Overview

Support Engineer role on SingleStore's Support Engineering Team, handling complex technical issues for enterprise customers. The role is more engineering-focused than typical technical support, involving database internals, Linux and host configuration, and SQL query behaviour.

What you'll do

• Provide email and live technical support to enterprise customers as the first line of defense for complex technical issues, bug diagnosis, or 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 customer issues.
• Streamline and improve Support and Engineering processes and tools, and author internal run-books or public documentation.
• Ensure customers have a positive support experience during every interaction.
• Participate in the on-call rotation, which may include weekends and holidays.

What you'll need

• 4+ years of advanced customer-facing technical support experience.
• Experience with MySQL or MySQL-like databases (MariaDB, Aurora, etc.) and SQL query optimization.
• A solid Kubernetes and sysadmin skill set, comfortable testing software and finding its limits.
• Hands-on experience with Linux, checking system I/O utilization, measuring network throughput, and navigating large log files.
• Experience with a scripting or coding language such as Python, Bash, or Go, and the ability to navigate a code base.
• Familiarity with distributed systems and AWS/GCP, including 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

• 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.