Enterprise Support Engineer
Supports enterprise customers running PlanetScale database platforms by troubleshooting production issues, advising on database performance, and escalating product gaps. The role requires strong customer communication, database internals expertise, Kubernetes knowledge, and comfort investigating unfamiliar infrastructure code.
About the job
Responsibilities
- Advise and handle support requests from enterprise customers on the PlanetScale platform.
- Serve as a customer-facing subject-matter expert for enterprise customers.
- Identify product gaps in customer-specific contexts and work with Technical Account Management, Engineering, and Sales Engineering teams to prioritize and escalate them.
- Participate in an on-call rotation for high-priority issues.
Requirements
- Experience supporting production databases and applications, preferably at scale.
- Experience with database internals and performance tuning, specifically for PostgreSQL and MySQL databases.
- Working knowledge of Kubernetes.
- Strong communication skills and the ability to work directly with customers through email, Slack, video conference, or in person.
- Excellent debugging and troubleshooting skills.
- Ability to work independently, recognize when assistance is needed, and operate effectively under pressure.
Nice-to-haves
- Knowledge of common application deployment platforms and frameworks, such as Python, Go, Node, and PHP.
- Experience with cloud platforms, including AWS, Google Cloud, and Azure.
- Knowledge of monitoring, observability, and debugging tools.
- Contributions to open-source projects, especially in the database or infrastructure space.
- Familiarity with Vitess, its dependencies, or MySQL connectors.
Compensation and Benefits
- Total compensation may include base salary, variable compensation where appropriate, benefits, and equity.
- Salary range: US $120,000 - $200,000.
Skills
Postgres, MySQL, Kubernetes, Vitess, Python, Go, Node.js, PHP, AWS, GCP, Microsoft Azure, Monitoring, Observability, Debugging
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