Senior Support Engineer

Aerospike

4h • Hybrid

About The Position

Aerospike is the real-time database for mission-critical use cases and workloads, including machine learning, generative, and agentic AI. Aerospike powers millions of transactions per second with millisecond latency, at a fraction of the total cost of ownership compared to other databases.
Global leaders, including Adobe, Airtel, Barclays, Criteo, DBS Bank, Experian, Grab, HDFC Bank, PayPal, Sony Interactive Entertainment, The Trade Desk, and Wayfair, rely on Aerospike for customer 360, fraud detection, real-time bidding, profile stores, recommendation engines, and other use cases.
At Aerospike, we dream big and deliver even bigger. Our mission is to unleash the power of the world’s real-time data with a database built for infinite scale, speed, and sustainability.
We are seeking an experienced and driven Senior Support Engineer to join our Global Customer Support team. In this role, you will be responsible for investigating, diagnosing, and resolving complex customer issues with the Aerospike Real-time Data Platform. You’ll work closely with engineering, technical writers, and client services to deliver exceptional support and help customers achieve success with Aerospike at scale.

Requirements

• Proven experience (10 -14 years) in technical support, systems engineering, or related roles.
• Deep proficiency with Linux (certification is a strong plus).
• Solid understanding of distributed systems and high-availability environments.
• Hands-on experience with NoSQL or similar database platforms (Aerospike experience is a bonus).
• Familiarity with hybrid and cloud infrastructure (AWS preferred).
• Excellent problem-solving and diagnostic skills; ability to troubleshoot complex technical issues.
• Strong written and verbal communication skills.
• Comfortable in a dynamic environment; self-starter with a growth mindset.

Nice To Haves

• Previous experience in enterprise software technical support.
• Exposure to Kubernetes, Docker, or other container orchestration systems.
• AWS certification or experience with large-scale cloud deployments.

Responsibilities

• Troubleshoot and resolve technical issues for Aerospike customers across diverse environments (cloud, hybrid, on-prem).
• Collaborate cross-functionally with Engineering to drive resolution of complex problems and contribute to product improvement.
• Participate in real-time customer remediation efforts and live incident resolution.
• Act as a customer advocate to ensure timely and accurate issue resolution.
• Support enterprise customers with mission-critical systems and real-time data use cases.
• Assist with new deployments, configuration guidance, and performance tuning.
• Write and maintain high-quality documentation and Knowledge Base articles to scale support capabilities.
• Contribute to a collaborative, agile, and globally distributed support team.
• Participate in on-call rotation for after-hours, holiday, and weekend support coverage

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level