Customer Support Engineer

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.

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