Customer Support Engineer

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Support Engineer based in Netherlands.
As a Customer Support Engineer, you’ll help developers and businesses solve complex technical challenges involving databases, applications, infrastructure, and production environments. You’ll work directly with customers across multiple support channels, diagnosing issues and guiding them toward effective, sustainable solutions. Your expertise will extend beyond troubleshooting, helping customers better understand queries, schema changes, connectivity, and production workflows. You’ll also turn recurring customer challenges into better documentation, support processes, and product improvements. Working closely with Engineering and other teams, you’ll help shape a scalable, developer-focused support experience. This is an opportunity to make a direct impact in a fast-growing, remote-first environment while working with modern database technologies.

Accountabilities

• Advise customers and developers on how to effectively use the database platform and resolve technical challenges.


• Respond to, investigate, troubleshoot, and resolve customer issues across support tickets, customer communication channels, public discussions, and other support platforms.


• Diagnose complex issues spanning application behavior, databases, infrastructure, connectivity, queries, schema changes, and production workflows.


• Help customers develop the knowledge and confidence to troubleshoot and use the platform successfully and independently.


• Create, maintain, and improve internal and external documentation, troubleshooting guides, support playbooks, and customer-facing resources.


• Identify recurring customer challenges, product gaps, and sources of friction, and collaborate with Engineering to prioritize meaningful improvements.


• Contribute to the development of support systems, processes, and practices that enable high-quality technical support at scale.


• Translate customer feedback and pain points into actionable recommendations for product, documentation, and operational improvements.

Requirements

• Professional experience supporting production applications, databases, developer tools, infrastructure, SaaS products, or other technical products.


• Working knowledge of SQL, ideally with experience using MySQL and/or PostgreSQL.


• Strong debugging and troubleshooting abilities, with the curiosity and persistence to investigate issues across applications, databases, infrastructure, and product behavior.


• Programming experience and the ability to read, navigate, and understand unfamiliar code when investigating customer issues.


• Familiarity with application frameworks, ORMs, database connectors, or common application deployment patterns.


• Willingness and ability to learn new programming languages, frameworks, tools, and customer environments as required.


• Excellent written and verbal communication skills, with the ability to explain complex technical concepts clearly to different audiences.


• Strong customer empathy and the ability to advocate for customer needs while encouraging users to become successful and self-sufficient.


• Ability to work independently, take ownership of outcomes, and recognize when additional expertise or support is needed.


• Strong organizational skills and comfort operating effectively in ambiguous, fast-changing environments.


• Collaborative, data-driven mindset with the ability to work effectively across teams and translate technical and customer insights into practical improvements.


• Experience working remotely, with cloud platforms such as AWS, GCP, or Azure, monitoring and observability tools, or developing support processes and documentation systems is a plus.

• Competitive total compensation package comprising base salary, variable compensation where applicable, benefits, and equity.


• Remote-friendly work environment designed to support employees in doing their best work regardless of location.


• Opportunity to work on challenging, real-world production problems with developers and businesses operating at scale.


• Direct influence on product development, documentation, customer experience, and the evolution of technical support processes.


• Collaborative, cross-functional environment with opportunities to work closely with Engineering and other teams.


• Inclusive workplace committed to diversity, equity, and respect for people from all backgrounds.


• Support and reasonable accommodations throughout the interview process for candidates with disabilities.


• Opportunity to contribute to a rapidly growing organization working with customers across gaming, consumer technology, and B2B SaaS.


• Further compensation and benefits details can be discussed with the Talent Acquisition team during the hiring process.

Deze vacature komt van Lever. Originele vacature bekijken ↗