Senior Technical Support Engineer, Cockroach Labs
EMEA
$100-140k
Salary is benchmarked to US candidates only and may vary on further location
More information about location
Cloud-native, distributed SQL database
Job no longer available
Cloud-native, distributed SQL database
501-1000 employees
Job no longer available
$100-140k
Salary is benchmarked to US candidates only and may vary on further location
More information about location
501-1000 employees
Company mission
Cockroach Labs' mission is to make data easy by providing an industry-leading model for resilience, horizontal scalability to accommodate fast-growing businesses, and the ability to move data close to business' customers, wherever they reside across the globe.
Role
Who you are
- 4-7 years of experience working in Technical Support at a software company
- Knowledge of distributed systems, Linux, and the ability to read and write SQL
- Experience using Zendesk, Jira, Confluence, or similar software
- A passion for working with users directly and knowing how to adjust the tone and content of a message so it's well received
- An approach to critical thinking that defaults to a client-centric approach
- Effective written and verbal communication skills including the ability to provide root cause analysis to various stakeholders
- Excitement about working with a growing list of Enterprise customers and can provide the polish expected by Fortune 500 companies
- A take-charge attitude where you can anticipate issues and ensure resolution to technical issues that come your way
- Familiarity with, or are willing to learn about, the various technologies that make enterprise applications function
- Experience creating order out of chaos
- The ability to absorb information. You love getting into the weeds technically, but don't let that distract you from achieving your goals
- The ability to participate in a weekend on-call rotation
- While this will be a remote role, you must be based in the London, UK area to be eligible for this role
What the job involves
- We're looking for a Senior Technical Support Engineer to help us make CockroachDB easy for our customers
- You’ll be joining a team and organization where you will be challenged, but also will witness your contributions to Cockroach Labs
- Provide extraordinary service for both our Self-Service and Enterprise customers
- Support customers on our various deployment models (Self Hosted, CockroachDB Dedicated and Serverless)
- Develop deep technical expertise in CockroachDB and accompanying technologies
- Recognize patterns among customer issues and suggest ways to improve our product and offerings
- Partner with our Documentation, Product, Sales, and Engineering teams to guide those improvements
- Help develop and iterate on our support processes, tooling and systems
- Develop Runbooks & Playbooks for issues you’ve encountered that could reduce time to resolution in the future
- Participate in our Follow-The-Sun model to ensure work continuity beyond your shift for priority tickets
- Reproduce technical issues and work with Engineering to resolve them on behalf of our customers
- In your first 30 days, you will have developed enough expertise to begin assisting users directly. During this time, you will familiarize yourself with CockroachDB, our customers, and our company. We will provide a self-guided onboarding platform that contains reading material and hands-on material to familiarize yourself with the responsibilities of the role
- After 3 months, you'll be fully integrated into the team and will be familiar with the various systems we use. You'll be able to manage most issues from customers and will be able to contribute to improving the scope 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
- Reporting to Matthew Vardi - Technical Support Manager
Salary benchmarks
Our take
Cockroach Labs was founded by a team of ex-Google employees who wanted to build a database management system similar to Google’s Spanner. The result is CockroachDB, an open-source distributed SQL database. It offers local or global scaling with familiar SQL, failproof fault tolerance, and guaranteed transaction consistency, and can be deployed across any cloud.
Maintaining full SQL compliance with global cloud capabilities will help Cockroach Labs take advantage of the wave of companies needing to scale their existing SQL databases onto the cloud. Cockroach Labs grew from a $2 billion valuation to $5 billion in under a year, proving itself as an enticing and approachable prospect in this developing sector.
It already commands a high-end raft of clients including Comcast, Bose, and Baidu - but competition is stiff, particularly with industry giants like Oracle and AWS. Its hope is that CockroachDB’s high failure tolerance and geo-distribution will provide attractively swift functionality whilst allowing customers to remain within their legal jurisdictions - and will prove pivotal in 5G use cases. Its success to date, targeted updates to ease network migrations, and its recent expansion into EMEA markets, suggest it has a strong shot.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 7 rounds)
Dec 2021
$278m
SERIES F
Jan 2021
$160m
SERIES E
Total funding: $633.2m
Company benefits
- Employee referral bonus + donation match
- Connect and Contribute days
- Flexible Working
- Spring Health and an Employee Assistance Program to provide free counseling and support mental health
- $2500 annually to support learning and development through workshops, conferences, and networking events
- We dedicate company time to bond over everything from trivia and karaoke to paint-alongs and fitness classes
- Flexible Time Off
- 100% health insurance coverage & One Medical membership
- Gym discounts & free Citibike membership
- FSA
- 401(k)
- 12 weeks of paid parental leave & $500 in baby bucks
- Relocation Support
Company values
- Commit to Excellence
- Respect Each Other
- Establish Balance
- Communicate Openly & Honestly
Company HQ
Chelsea, New York, NY
Articles
Leadership
Spencer Kimball
(Co-founder & CEO)Worked at WeGo Systems as CTO for 3 years before joining Google as a Software Engineer for almost 10 years. Also, previous CTO of Viewfinder and Engineer at Square.
Peter Matiss
(CTO)Previously Software Engineer at Square, Co-Founder at Viewfinder and Software Engineer at Google.
Share this job
View 8 more jobs at Cockroach Labs