Support Engineer

Aiven • Austin, TX

2d • Hybrid

About The Position

We’re a global team of over 400 people, working together to push the boundaries of open-source technology and multi-cloud solutions. Our vision is to help developers, builders, and creators bring their ideas to life with speed and simplicity, by providing a cloud data platform that makes open-source databases, search, streaming, and application infrastructure easily accessible to everyone. The Role: Support Engineers at Aiven bring their experience to interact directly with customers and solve complex technical problems. Building on their 4-7 years of hands-on experience, they excel in tasks ranging from triaging database performance degradation to troubleshooting network issues and supporting customers in migrating their data to the Aiven platform. Our Support Engineers provide an expert level of care and support to customers, leveraging their deep knowledge of the technologies and environments they have been working with. Our customers are primarily Enterprise developers with a solid understanding of technology, and we work closely with Product Development, Ops, and SRE teams. Depending on your interests, you can also participate in new feature development (we love Python) and contribute to improving our automation tooling. In Support, we value building technology to automate repetitive tasks, and our Senior Engineers often lead these initiatives. You will fit well as a Support Engineer if you are curious, unafraid of asking questions, patient, friendly, respectful, and practice empathy in all your interactions with customers and team members.

Requirements

• 4-7 years of experience working as Support Engineer/Testing/Specialist at a SaaS or software company and/or your experience with open-source databases and technologies such as PostgreSQL, MySQL, Redis, and/or other technologies like Kafka, OpenSearch, Cassandra, and Grafana
• Strong Linux and Networking skills as an administrator or Support Engineer
• Excellent communication skills, with the ability to connect with users, adjust the tone and deliver personalized support.
• Critical thinking that prioritizes client needs and perspectives.
• Strong written and verbal communication skills, with the ability to clearly articulate root cause analysis to diverse stakeholders.
• Knowledge of distributed systems, and the ability to read and write SQL.
• Previous use of Zendesk, Slack, ServiceCloud, Google, Jira, Zendesk, Intercom, and/or Github
• Experience in public clouds (AWS, Google, Azure) across compute, storage, networking, and security.
• A take charge attitute, technically curious, detail-driven, yet goal-oriented and focused on delivering results.
• The ability to participate in a weekend on-call rotation.

Nice To Haves

• Experience as a developer or Support engineer with at least one of the following products: Apache Kafka, PostgreSQL, MySQL,Opensearch and/or Elasticsearch
• 1+ years of experience as a developer, site reliability engineer, or devops engineer
• Open source contributions (code, bug reports, community support, documentation)
• Amazing!

Responsibilities

• Deliver exceptional customer service within SLAs
• Develop deep expertise in our Aiven Platform and Aiven Services
• Apply your experience with open-source databases and technologies such as PostgreSQL, MySQL, Redis, and/or other technologies like Kafka, OpenSearch, Cassandra, and Grafana
• Troubleshoot complex issues, especially in Linux environments, public clouds (AWS, Google or Azure) and in the areas of compute, storage - block and object, networking, and security groups
• Identify trends in customer feedback, report and suggest improvements
• Help evolve and develop our support processes and tooling
• Create and refine Runbooks and Playbooks from previously encountered issues, streamlining future resolution processes and fostering knowledge sharing
• Research and report product malfunctions in order to expedite the resolution process ensuring optimal customer outcomes
• Collaborate with cross-functional teams, including Documentation, Product, Sales, and Engineering
• Engage with customers and teams via various channels, working collaboratively via ticketing system, email, chat and occasionally by phone or remote sessions to diagnose and resolve customer issues
• Mentor and be mentored, sharing your knowledge and experience to help them grow and succeed.

Benefits

• Participate in Aiven’s equity plan.
• Balance work and life with our hybrid work policy.
• Choose the equipment you need to set yourself up for success.
• Use your Professional Development Plan budget for learning opportunities.
• Receive holistic wellbeing support through our global Employee Assistance Program.
• Inquire about our Global Time Off Commitment (Parental and Sick Leave, as well as Personal Time)
• Enjoy country-specific benefits for our global cast.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees