Support Engineer

Position Overview

Our customers are at the forefront of some of the most interesting data in the world, using SingleStore to push the boundaries every day. To do this well, they leverage the expertise of our Support Engineering Team, composed of technical subject matter experts on the frontline of critical customer issues. 

This Support Engineering role skews far more towards engineering than typical technical support as you will need to delve into database internals and memory allocators, investigate Linux and host-related configurations, and diagnose SQL query behaviour, all in the name of resolving complex database issues. Our Support Engineers are constantly learning a wide range of customer systems and technical concepts and are thrilled by the new and exciting challenges that they encounter on a regular basis. 

To accurately identify the source and solution of an issue, this team will take the time to learn about the customer’s business and systems while helping to improve their fundamental SingleStore and database operational knowledge. This often requires additional research and time spent on learning new technologies and tools outside of SingleStore while also being deeply engaged with multiple departments including development teams, query performance engineering, product management, infrastructure SREs, etc.

Required Hours

• The hours required are from 11:30 AM IST - 8:30 PM IST (9 hours) for 5 days
• Participate in our on-call rotation that may include weekends and holidays.

Role and 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.

Required Skills and Experience

• 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. Also, 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.