At a glance
- Experience
- 4+ years experience
- Location
- India · Hyderabad
About the role
- 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.
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 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.
- 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.
- Strong written and verbal English communication skills. Have the ability to explain technical concepts to a wide range of end-users.
Preferred qualifications
- Bonus points for knowing how to analyze distributed systems and AWS/GCP for performance bottlenecks and remove single points of failure.
Skills
- MySQL
- MariaDB
- Aurora
- SQL
- Kubernetes
- Linux
- Python
- Bash
- Go
- AWS
- GCP
