Technical Support Engineer
Databases are the beating heart of every business in the world.
Cockroach Labs is the team behind CockroachDB, an open source, distributed SQL database. We strive to build infrastructure that keeps pace with the world, so developers can focus on what matters most: building the best products. Come and join us on our mission to Make Data Easy. Are you ready to aim high and build to last?
The Role
We are looking for a Technical Support Engineer to help us make CockroachDB easy for our customers and open source users. In this role, you will:
- Provide phenomenal service for both our open source users and Enterprise customers across our various support channels: chat, forum, Github, and phone.
- Develop deep technical expertise in CRDB and accompanying technologies.
- Recognize patterns among user issues, and suggest ways to improve our product and offerings.
- Partner with our Documentation, Product, Sales, and Engineering teams to drive those improvements home.
- Assist in developing and iterating on our support processes and systems.
The Expectations
In your first 30 days, you will have completed onboarding, and have developed enough expertise to begin assisting users directly. During this time, you will familiarize yourself with CockroachDB, our customers, and our company.
After 3 months, you'll be fully integrated into the team. You'll be able to comfortably manage most issues from customers, and will be able to contribute meaningfully to improving the breadth and quality of our offerings.
As our team and your expertise grow, you’ll begin mentoring and training new members of the team, developing and updating training and documentation to ensure that knowledge is not lost.
You
- You love working with users directly and know how to adjust the tone and content of a message, so it's well received.
- You have a natural knack for collaboratively crafting solutions with users and colleagues.
- You are excited about working with a growing list of Enterprise customers, and can deliver the polish expected by Fortune 500 companies.
- You are already familiar with, or are willing to learn about, the various technologies that make web-scale applications function.
- You thrive in ambiguity, create order out of chaos, and are excited to tackle the unique challenges of teams face in their early stages.
- You are an information sponge. You love getting into the weeds technically, but don't let that distract you from achieving your end goals.
- You are a systems thinker, with a proven track record of solving problems at their root cause.
Cockroach Labs is proud to be an Equal Opportunity Employer building a diverse and inclusive workforce. If you need additional accommodations to feel comfortable during your interview process, please email us at [email protected].