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Enterprise Support Engineer

PlanetScale
Backend Developer • Remote • Vollzeit • 📍 Remote (US)
📄 Originalanzeige ansehen (EN)

Enterprise Support Engineer at PlanetScale, a database platform offering Postgres and Vitess clusters (Vitess being an open-source clustering system for horizontal scaling of MySQL). The role advises and handles support requests from enterprise customers, becoming a customer-facing subject-matter expert, and participates in an on-call rotation. Fully remote (US). Salary range $120,000 - $200,000.

Stack

AWSAzureGCPKubernetesMySQLPHPPostgreSQLPython

Responsibilities

  • ▹Advise and handle support requests from enterprise customers on the PlanetScale platform
  • ▹Become a customer-facing subject-matter expert for enterprise customers on the PlanetScale platform
  • ▹Identify product gaps in a customer-specific context and work with Technical Account Management, Engineering and Sales Engineering teams to prioritize and escalate them
  • ▹Be part of an on-call rotation for high priority issues

Requirements

  • ▹Experience supporting production databases and applications, preferably at scale
  • ▹Experience with database internals and performance tuning, specifically for PostgreSQL and MySQL databases
  • ▹Working knowledge of Kubernetes
  • ▹Strong ability to communicate and deal directly with customers, whether in email, Slack, video conference, or in person

Nice to have

  • ▹Knowledge of common application deployment platforms and frameworks (e.g. Python, Go, Node, PHP)
  • ▹Experience with cloud platforms (AWS, GCP, Azure)
  • ▹Knowledge of monitoring, observability, and debugging tools
  • ▹Contributions to open-source projects, especially in the database or infrastructure space

Soft skills

Comfortable in front of customers, empathetic but able to push back to help customers succeed on their ownExcellent debugging and troubleshooting skills with intuition for root causesComfortable stepping outside the comfort zone and using code as the main source of documentationAble to operate independently while knowing when to ask for helpAble to work under pressure in times of urgency

What we offer

  • ▹Salary range US $120,000 - $200,000
  • ▹Total compensation: base salary + variable comp where appropriate + benefits + equity