The Support Engineer is a highly technical role centered on resolving advanced database and system-level challenges for enterprise customers. This position requires in-depth knowledge of database internals, Linux systems, and SQL query behavior, extending beyond standard technical support to include engineering-level diagnostics and coordination with development teams.
Responsibilities
- Deliver email and live technical support to enterprise customers, serving as the primary responder for complex technical problems, bug identification, and resolution of critical system outages.
- Reproduce reported issues, conduct quality assurance testing, and file detailed bug reports or feature requests with the relevant engineering teams.
- Collaborate closely with software developers, sales engineers, and technical account managers to ensure all stakeholders are informed about active customer issues.
- Improve support and engineering workflows by developing internal run-books, contributing to public documentation, and refining tools and processes to increase team efficiency.
- Ensure every customer interaction results in a positive and effective support experience.
Requirements
- Minimum of four years of experience in advanced, customer-facing technical support roles.
- Hands-on experience with MySQL or MySQL-compatible databases such as MariaDB or Aurora, including SQL query optimization.
- Strong sysadmin, QA, and testing background with proficiency in Linux, system I/O monitoring, network throughput analysis, log file navigation, and familiarity with Kubernetes and testing methodologies.
- Proficiency in at least one scripting or programming language such as Python, Bash, or Go, with the ability to perform rapid problem-solving and navigate codebases.
- Understanding of distributed systems and cloud platforms such as AWS and GCP, including how organizations deploy and manage services across multiple nodes.
- Excellent written and verbal communication skills in English, with the ability to clearly convey technical concepts to diverse audiences.
Nice to Have
- Experience analyzing distributed systems to identify performance bottlenecks and eliminate single points of failure is a strong advantage.
Tech Stack
MySQL, MariaDB, Aurora, SQL, Linux, Kubernetes, Python, Bash, Go, AWS, GCP, Distributed Systems
Benefits
- Positions available in various locations across the United States
- Comprehensive compensation and benefits package including base salary, equity, and additional rewards
- Eligibility for merit-based salary increases and annual performance bonuses
Compensation
Base salary range for this role, if based in California, Oregon or Washington is: $105,000 - $140,000 USD per year. Certain roles are also eligible for additional rewards, including merit increases and annual bonuses.
Work Arrangement
local-country — California, Oregon, Washington — Required hours are from 9:00 AM PT - 6:00 PM PT. Participation in on-call rotation that may include weekends and holidays.
Team
Team size: multiple departments including development teams, query performance engineering, product management, infrastructure SREs. Structure: Support Engineering Team composed of technical subject matter experts on the frontlines of critical customer issues
- Commitment to diversity & inclusion
- Values individuals for their unique skills and experiences
- Thrilled by new and exciting challenges
- Constantly learning a wide range of customer systems and technical concepts
Additional Information
- Required Hours: 9:00 AM PT - 6:00 PM PT
- Participate in our on-call rotation that may include weekends and holidays.
- To accurately identify the source and solution of an issue, this team will take the time to learn about the customer’s business and systems while helping to improve their fundamental SingleStore and database operational knowledge.
- This often requires additional research and time spent on learning new technologies and tools outside of SingleStore while also being deeply engaged with multiple departments including development teams, query performance engineering, product management, infrastructure SREs, etc.
