Support Engineer for Cloud Database

Position Overview Our clients are at the cutting edge of some of the world's most fascinating data, using SingleStore to push the boundaries on a daily basis. To excel at this, they employ the skills of our Support Engineering Team, a group of technical subject matter specialists at the front line of significant customer problems. This Support Engineering role leans far more toward engineering than traditional technical support. It requires you to delve into database internals, memory allocators, inspecting Linux and host-related configurations, and diagnose SQL query performance, all with the aim of solving complex database issues. Our Support Engineers are constantly getting acquainted with a wide range of customer systems and technical concepts and are stimulated by the new and exciting challenges they face daily. To identify an issue's cause and solution accurately, this team takes the time to understand the customer's business and systems while enhancing their fundamental SingleStore and database operational knowledge. This often involves additional research and learning new technologies and tools beyond SingleStore while also closely interacting with numerous departments including development teams, query performance engineering, product management, infrastructure SREs, etc. Required Hours The working hours are from 2pm - 11pm IST. Participation is expected in our on-call rotation that may include weekends and holidays. Role and Responsibilities Provide email and live technical support to our enterprise clients, acting as the initial point of contact for complex technical issues, bug diagnosis, or resolving important outages. Identify and simulate product issues, execute quality checks, and file official bug reports or feature requests to the appropriate engineering team. Maintain close collaboration with software developers, sales engineers, and technical account managers to ensure all teams are updated with any issues a client may be experiencing. Efforts should be made to streamline and enhance various Support and Engineering procedures and tools, create new internal run-books or public documentation, and assist the team in improving effectiveness and efficiency. Ensure customers have a positive support experience during all interactions. Required Skills and Experience At least 3 years of advanced customer-facing technical support experience. Experience with MySQL or similar databases (MariaDB, Aurora, etc) and SQL Query Optimization. A strong system administration/quality assurance/testing skill set. You should be comfortable testing software and finding its limits, hands-on with Linux, checking system I/O utilization, measuring network throughput, and navigating large log files. Having a background with Kubernetes and past Testing/QA experience will be advantageous. Experience with a scripting or coding language. Whether it's Python, Bash, or Go, you should have a solution for quick problem-solving and be able to navigate our code base. Familiarity with distributed systems and AWS/GCP. Knowing how organizations set up and maintain distributed applications across multiple machines is essential. Additional benefit for knowing how to analyze these applications for performance bottlenecks and remove single points of failure. Strong English written and verbal communication skills. You must be capable of explaining technical concepts to a diverse range of end-users. SingleStore is one platform for all data, designed to provide you with insights at every moment. Trusted by industry leaders, SingleStore empowers businesses to adapt to change as it happens, easily embrace diverse data, and accelerate the pace of innovation. SingleStore is venture-backed and based in San Francisco with offices in Portland, Seattle, Boston, Bangalore, London, Lisbon, and Kyiv. The future begins with The Database of Now™. Aligned with our commitment to diversity and inclusion, we value individuals who can work on diverse teams and with a range of people. To all recruitment agencies: SingleStore does not accept agency resumes. Please do not forward resumes to SingleStore employees. SingleStore is not responsible for any fees related to unsolicited resumes and will not pay fees to any third-party agency or company that does not have a signed agreement with the Company.