Customer Support Engineer
About The Position
PlanetScale is growing rapidly and reinventing the database space. The PlanetScale platform offers both Postgres and Vitess clusters. Vitess, an open-source database clustering system for horizontal scaling of MySQL, enables businesses to efficiently handle large-scale data workloads — without sacrificing developer experience. Our customers entrust us with what is often their most precious digital asset, their data, so the stakes couldn’t be higher. We’re looking for a Customer Support Engineer to help developers and businesses get the most out of PlanetScale, resolve issues quickly, and build the support function that helps us scale.
Requirements
- Experience supporting production applications, databases, developer tools, infrastructure, or other technical products.
- Working knowledge of SQL, preferably with experience in MySQL and/or PostgreSQL.
- Strong debugging skills and the ability to reason through application and database behavior.
- Programming experience. You will not be programming full-time, but you should be comfortable reading and navigating unfamiliar code to understand customer issues.
- Experience with common application frameworks, ORMs, database connectors, or application deployment patterns.
- Willingness to explore new languages, frameworks, tools, and customer environments as needed.
- Strong written and verbal communication skills.
- Strong empathy for customers, developers, and teammates, with the ability to advocate for customer needs clearly and constructively.
Nice To Haves
- Experience working in a remote organization.
- Experience with cloud platforms such as AWS, GCP, or Azure.
- Knowledge of monitoring, observability, and debugging tools.
- Experience helping build support processes, documentation systems, or teams from an early stage.
Responsibilities
- Advise and handle support requests from customers and developers on the PlanetScale platform.
- Respond to, debug, and resolve customer support issues through support tickets, customer Slack channels, public discussions, and other support channels.
- Help customers understand how to use PlanetScale effectively, including how to reason about queries, schema changes, application behavior, database connectivity, and production workflows.
- Create and improve internal and external documentation, support playbooks, troubleshooting guides, and customer-facing materials.
- Identify product gaps and recurring sources of customer friction, then work with Engineering to prioritize improvements.
- Contribute to the systems, processes, and practices that help PlanetScale deliver excellent developer-focused support at scale.
Benefits
- Total Compensation and Pay Transparency
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
