[Hiring] Customer Support Engineer @PlanetScale

Role Description

As a Customer Support Engineer at PlanetScale, you will:

• 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:
• Reasoning about queries
• Schema changes
• Application behavior
• Database connectivity
• 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.

Qualifications

• 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; comfortable reading and navigating unfamiliar code.
• 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.

Requirements

• Customer-focused, empathetic, and clear in communication.
• Excellent debugging and troubleshooting skills.
• Comfortable stepping outside your comfort zone.
• Self-starting, enthusiastic, and responsible for outcomes.
• Ability to operate independently and know when to ask for help.
• Highly organized and able to operate in ambiguous or changing situations.
• Data-driven, team-oriented, and comfortable communicating across many audiences.
• Enjoy working cross-functionally and translating customer pain into actionable improvements.

Benefits

• Redefining how high-growth companies manage data at scale.
• Working with exciting brands in gaming, consumer tech, and B2B SaaS.
• Being on the front lines helping developers and businesses solve real production problems.
• Shaping the product, documentation, and support systems.
• Profitable company with a philosophy centered around building small teams of p99 individuals.
• Recognized as one of the fastest growing companies in America.
• Support for people to do their best work and thrive no matter the location.
• Commitment to building a diverse, equitable, and inclusive company.