Support Engineer, Aiven

• 4-7 years of experience working as Support Engineer/Testing/Specialist at a SaaS or software company and/or your experience with open-source databases and technologies such as PostgreSQL, MySQL, Redis, and/or other technologies like Kafka, OpenSearch, Cassandra, and Grafana
• Strong Linux and Networking skills as an administrator or Support Engineer
• Excellent communication skills, with the ability to connect with users, adjust the tone and deliver personalized support
• Critical thinking that prioritizes client needs and perspectives
• Strong written and verbal communication skills, with the ability to clearly articulate root cause analysis to diverse stakeholders
• Knowledge of distributed systems, and the ability to read and write SQL
• Previous use of Zendesk, Slack, ServiceCloud, Google, Jira, Zendesk, Intercom, and/or Github
• Experience in public clouds (AWS, Google, Azure) across compute, storage, networking, and security
• A take charge attitute, technically curious, detail-driven, yet goal-oriented and focused on delivering results
• The ability to participate in a weekend on-call rotation

Desirable

• Our Customer Growth team plays a crucial role in our growth and profitability. We want to be the trusted data source data platform for everyone – which, let’s face it, is an ambitious target
• But thanks to our dedicated sales, pre-sales, and post-sales teams we are growing fast. Right now, we are looking for a Support Engineer
• Our support team thrives on tackling complex challenges with technical brilliance and a customer-first mindset, guided by a spirit of ownership and collaboration
• Support Engineers at Aiven bring their experience to interact directly with customers and solve complex technical problems
• Building on their 4-7 years of hands-on experience, they excel in tasks ranging from triaging database performance degradation to troubleshooting network issues and supporting customers in migrating their data to the Aiven platform
• Our Support Engineers provide an expert level of care and support to customers, leveraging their deep knowledge of the technologies and environments they have been working with
• Our customers are primarily Enterprise developers with a solid understanding of technology, and we work closely with Product Development, Ops, and SRE teams
• Depending on your interests, you can also participate in new feature development (we love Python) and contribute to improving our automation tooling
• In Support, we value building technology to automate repetitive tasks, and our Senior Engineers often lead these initiatives
• Deliver exceptional customer service within SLAs
• Develop deep expertise in our Aiven Platform and Aiven Services
• Apply your experience with open-source databases and technologies such as PostgreSQL, MySQL, Redis, and/or other technologies like Kafka, OpenSearch, Cassandra, and Grafana
• Troubleshoot complex issues, especially in Linux environments, public clouds (AWS, Google or Azure) and in the areas of compute, storage - block and object, networking, and security groups
• Identify trends in customer feedback, report and suggest improvements
• Help evolve and develop our support processes and tooling
• Create and refine Runbooks and Playbooks from previously encountered issues, streamlining future resolution processes and fostering knowledge sharing
• Research and report product malfunctions in order to expedite the resolution process ensuring optimal customer outcomes
• Collaborate with cross-functional teams, including Documentation, Product, Sales, and Engineering
• Engage with customers and teams via various channels, working collaboratively via ticketing system, email, chat and occasionally by phone or remote sessions to diagnose and resolve customer issues
• Mentor and be mentored, sharing your knowledge and experience to help them grow and succeed