[Hiring] Senior Technical Support Engineer @Cockroach Labs

Role Description

We're looking for a Senior Technical Support Engineer to help us make CockroachDB easy for our customers.

• Provide extraordinary service for both our Self-Service and Enterprise customers.
• Support customers on our various deployment models (Self Hosted, CockroachDB Dedicated and Serverless).
• Develop deep technical expertise in CockroachDB and accompanying technologies.
• Recognize patterns among customer issues and suggest ways to improve our product and offerings.
• Partner with our Documentation, Product, Sales, and Engineering teams to guide those improvements.
• Help develop and iterate on our support processes, tooling and systems.
• Develop Runbooks & Playbooks for issues you’ve encountered that could reduce time to resolution in the future.
• Participate in our Follow-The-Sun model to ensure work continuity beyond your shift for priority tickets.
• Reproduce technical issues and work with Engineering to resolve them on behalf of our customers.

Expectations

• In your first 30 days, you will have developed enough expertise to begin assisting users directly.
• Familiarize yourself with CockroachDB, our customers, and our company.
• Self-guided onboarding platform will contain reading material and hands-on material to familiarize yourself with the responsibilities of the role.
• After 3 months, you'll be fully integrated into the team and familiar with the various systems we use.
• Manage most issues from customers and contribute to improving the scope and quality of our offerings.
• Begin mentoring and training new members of the team, developing and updating training and documentation.

Qualifications

• 5-8 years of experience working in Technical Support at a software company.
• Knowledge of distributed systems, Linux, and the ability to read and write SQL.
• Experience using Zendesk, Jira, Confluence, or similar software.
• A passion for working with users directly and knowing how to adjust the tone and content of a message so it's well received.
• An approach to critical thinking that defaults to a client-centric approach.
• Effective written and verbal communication skills including the ability to provide root cause analysis to various stakeholders.
• Excitement about working with a growing list of Enterprise customers and can provide the polish expected by Fortune 500 companies.
• A take-charge attitude where you can anticipate issues and ensure resolution to technical issues that come your way.
• Familiarity with, or are willing to learn about, the various technologies that make enterprise applications function.
• Experience creating order out of chaos.
• The ability to absorb information and get into the weeds technically, while achieving your goals.
• The ability to participate in a weekend on-call rotation.

Benefits

• Medical Insurance
• Flexible Time Off
• Paid Parental Leave
• Mental Wellbeing Benefits
• Internet Reimbursement
• Wellness Allowance
• Food Allowance
• Office Commute Reimbursement
• And more!