Technical Support Engineer, Neon
Tier 3
+Stock Options
More information about location
Cloud-native serverless Postgres launching system
Be an early applicant
Cloud-native serverless Postgres launching system
101-200 employees
Be an early applicant
+Stock Options
More information about location
101-200 employees
Company mission
To take everything that developers love about Postgres — reliability, performance, extensibility — and deliver it as a serverless product that helps teams confidently ship reliable and scalable applications faster than ever before
Role
Who you are
- Do you love providing support in a fast-paced and challenging environment and getting a kick out of solving the deepest, gnarliest tech problems out there? If yes, this could be a perfect role for you!
- Genuine desire to help people
- At least 4+ years in a technical support role for cloud products
- Experience supporting developer tools
- Fluent written and verbal communication skills in English
- Good interpersonal communication and customer service skills are needed in order to work successfully with users in high-stress or ambiguous situations
- Ability to diagnose and fix technical issues in a timely manner
- Ability to follow standard engineering principles and practices
- Experience in working with teams across multiple locations
- Ability to think on your feet, remain calm under pressure, and solve problems in real-time
- Ability to get help from team members when required and the good judgment to know when to seek help
- Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment
- Demonstrated experience with:
- Applications Support
- TCP/IP, TLS, HTTP, REST
- Browser/Dev Tools
- Proficient in programming in one or more of Node.js, Python, C#, Rust, Go or Java
- Experience with running and using a tier-1 relational database (Oracle, MySQL, Postgres, SQL-Server)
- Data architecture and design
- Experiencing in Cloud DevOps on AWS
- Linux Systems administration
- Distributed systems
- Network Administration
- Technical diagnosis and problem-solving
What the job involves
- You will join our Technical Support Engineering Team, where you can positively impact thousands of end-users and their experience with Neon Postgres
- You'll be helping our users to solve technical problems and enable them to use Neon Postgres to develop and deploy their applications. You will be essential in guaranteeing our users have a positive experience and that their challenges in using Neon are taken care of and resolved
- Provide first-line support and troubleshoot any technical problems our users experience (product bugs, performance, recovery, security, and everything in between)
- Coordinate root-cause analysis and resolution of high-complexity issues and informally assist peers with technical roadblocks and user escalations
- Ensure that users have a positive experience using Neon Postgres. Be an expert on best practices in running Neon Postgres at scale
- Listen to Neon users' experience and advocate for users' needs - interfacing with our product and engineer teams on their behalf, championing their short-term issues and long-term needs throughout the organization
- Work with APIs, REST payloads, REST endpoints, and Neon 3rd Party Integrations to make recommendations to resolve user issues
- Work with engineering and product teams to ensure service levels, support quality, and user satisfaction targets
- Collaborate with the technical writer to create technical support manuals and FAQs as well as internal troubleshooting materials
- Contribute to internal projects, including software development of support tools for performance, benchmarking, and diagnostics
Our take
Modern data storage systems for web, mobile, geospatial and analytics applications are commonly based on PostgreSQL, an open-source relational database management system. Whilst its open-source nature yields many benefits, the system was developed over 25 years ago and thus is not optimized for modern multi-cloud infrastructures.
Neon provides a cloud-native serverless PostgreSQL launching system, separating storage and computing requirements to facilitate unlimited storage, branching, and autoscaling. The system's flexibility comes from automatic computing activation and shutdown to save resources on inactivity, ultimately adapting each database to its real-time processing requirements.
Whilst standard PostgreSQL databases are certainly more documented and prevalent, Neon has shown great potential to innovate upon it through its focus on multi-cloud infrastructure and flexible scalability. The company also stands out by providing early access to users for free, providing them with 3 projects, up to 10GB storage, and computing capabilities of up to 1 vCPU per 256MB. Its work in the sector has led to substantial funding in 2023, which is being used to elevate its R&D in the AI space, as well as plans to double its workforce.
Steph
Company Specialist at Welcome to the Jungle
Insights
Some candidates hear
back within 2 weeks
97% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Aug 2024
$25m
SERIES B
Aug 2023
$46m
SERIES B
Total funding: $125m
Company benefits
- You have an opportunity to be an early employee in the fast-scaling ambitious team
- You can work 100% remote: we'll handle all formalities to arrange work from your home
- We pay top of the market in most parts of the world
- We grant equity (stock options) for all full-time hires
- We offer a competitive benefits package in line with all tech companies (top-notch equipment, unlimited vacations, paid parental leaves, med insurance, and much more)
- We are distributed, yet make our bonds during regular offsites (the last one was in Mexico)
Company HQ
SoMa, San Francisco, CA
Articles
Leadership
Nikita Shamgunov
(Co-Founder & CEO)Experience as Founder, CEO, and CTO of MemSQL from 2011 to 2020. CSO for SingleStore from 2020 to 2022.
Heikki Linnakangas
(Co-Founder)Co-founded Neon in 2021.
Stas Kelvich
(Co-Founder)Experience as Co-founder of Mimimir from 2011 to 2013. Software Engineer for Postgres Professional from 2015 to 2020 and for Yandex from 2020 to 2021.
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