[Hiring] Software Engineer Customer Support @MariaDB

Role Description

Frontline Support is the initial point of technical contact for customer issues. It emphasizes rapid triage, clear and consistent communication, and adherence to established support processes. The function focuses on resolving known or complex issues directly, identifying when to escalate, and maintaining customer satisfaction through responsiveness, accuracy, and follow-through. Frontline engineers are accountable for SLA adherence, customer communication, and creating a smooth handoff experience when exclusive and prioritized deep investigation is needed.

Qualifications

• BS degree with 3+ years of experience, or MS degree with 1+ years of experience, or industry equivalent experience

Requirements

• Experience supporting or troubleshooting distributed systems, enterprise platforms, or high-availability applications
• Strong understanding of Java, JVM internals, multithreading, and memory management
• Hands-on experience with Linux environments and production troubleshooting
• Familiarity with Docker, Kubernetes, and cloud-native infrastructure
• Experience analyzing thread dumps, heap dumps, GC logs, performance bottlenecks
• Understanding of distributed systems concepts including clustering, replication, failover, fault tolerance
• Exposure to technologies such as Apache Ignite / GridGain, Kafka, Redis, Hazelcast, Cassandra
• Experience supporting enterprise customers in production / SLA-driven environments
• Strong troubleshooting, debugging, and root-cause analysis skills
• Ability to communicate effectively with technical and non-technical stakeholders
• Experience in technical support, SRE, backend engineering, DevOps, or platform operations environments preferred
• Self-motivated, customer-focused, and comfortable working in fast-paced, high-ownership environments

Benefits

• Impact the world of technology by pushing the boundaries of technology and business models
• Permanent salaried full-time employee role
• Collaborate with high-caliber colleagues around the world
• Unparalleled learning and growth opportunities
• Very competitive compensation package
• 25 days paid annual leave (plus holidays)
• Massive degree of flexibility and freedom
• Health insurance, life, and disability insurance (subject to eligibility requirements)
• Funds toward professional development resources
• Paid holidays and parental leave

Company Description

GridGain is a leading real-time data platform by the original creators of Apache Ignite. It is the fastest, most non-intrusive way to process enterprise-wide data for AI, transactions, and analytics in real time and at massive scale. GridGain allows companies to combine a fast multi-model database with robust compute functionality to deliver the fast access data storage and low-millisecond processing required for today’s business imperatives.

GridGain is trusted by leading companies including Citi, Barclays, American Airlines, AutoZone, and UPS to accelerate their existing applications, speed operational analytics and fraud detection, train machine learning models for AI, and provide fast-access data hubs.

GridGain is growing! Join the team and play a critical role in a fast-paced Silicon Valley startup that's changing the definition of "real time," and the world's expectations for high-speed data processing and analytics.