Customer Support Engineer
Supports developers and businesses using PlanetScale by troubleshooting production application and database issues, improving documentation, and translating recurring customer pain into product and process improvements. Requires SQL knowledge, programming experience, and strong technical communication.
About the job
Responsibilities
- Advise customers and developers on using the PlanetScale platform.
- Respond to, debug, and resolve support issues through tickets, customer Slack channels, public discussions, and other support channels.
- Help customers reason about queries, schema changes, application behavior, database connectivity, and production workflows.
- Create and improve documentation, support playbooks, troubleshooting guides, and customer-facing materials.
- Identify product gaps and recurring customer friction, and work with Engineering to prioritize improvements.
- Contribute to scalable support systems, processes, and practices.
Requirements
- Experience supporting production applications, databases, developer tools, infrastructure, or other technical products.
- Working knowledge of SQL, preferably MySQL and/or PostgreSQL.
- Strong debugging and troubleshooting skills, including reasoning through application and database behavior.
- Programming experience and comfort reading unfamiliar code to understand customer issues.
- Experience with application frameworks, ORMs, database connectors, or application deployment patterns.
- Willingness to learn new languages, frameworks, tools, and customer environments.
- Strong written and verbal communication skills.
- Empathy for customers, developers, and teammates, with the ability to advocate for customer needs.
Nice-to-haves
- Experience working in a remote organization.
- Experience with AWS, Google Cloud, or Azure.
- Knowledge of monitoring, observability, and debugging tools.
- Experience building support processes, documentation systems, or teams at an early-stage company.
Compensation and Benefits
- Total compensation consists of base salary, variable compensation where applicable, benefits, and equity.
Skills
SQL, MySQL, Postgres, Debugging, Programming, Application Frameworks, Orms, Database Connectors, AWS, GCP, Azure, Monitoring, Observability
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