Support Engineer

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 frontlines 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 behavior, 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.

Schedule

• Working hours: 8:00 AM ET – 6:00 PM ET
• Weekend support role with a 4-day workweek, scheduled from Thursday through Sunday
• Four 10-hour shifts per week
• Designated days off: Monday, Tuesday, and Wednesday
• Participation in the on-call rotation is required, which may include weekends and holidays

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: comfortable testing software, hands-on with Linux, checking system I/O utilization, measuring network throughput, and navigating large log files
• Familiarity with Kubernetes and past Testing/QA experience
• Experience with a scripting or coding language (Python, Bash, Go, etc.) for quick problem-solving and navigating code bases
• Familiarity with distributed systems and AWS/GCP, including deploying and maintaining distributed applications and services across multiple machines
• Strong written and verbal English communication skills, with the ability to explain technical concepts to a wide range of end-users

About Us

SingleStore delivers the cloud-native database with the speed and scale to power the world’s data-intensive applications. With a distributed SQL database that introduces simplicity to your data architecture by unifying transactions and analytics, SingleStore empowers digital leaders to deliver exceptional, real-time data experiences to their customers. SingleStore is venture-backed and headquartered in San Francisco with offices in Sunnyvale, Raleigh, Seattle, Boston, London, Lisbon, Bangalore, Dublin, and Kyiv.