Senior Support Engineer

Stack

Responsibilities

• ▹Develop and maintain knowledge-base articles, runbooks and support tooling
• ▹Track support metrics (response time, resolution time, customer satisfaction) and help build a scalable support organization
• ▹Proactively identify recurring issues, escalate product bugs or UX gaps, and propose process improvements
• ▹Serve as a primary technical point of contact: troubleshoot issues, handle escalations, guide customers through full-lifecycle support for large-scale deployments
• ▹Work closely with engineering and product to reproduce issues, debug root causes and drive fixes
• ▹Dive into distributed database internals: query execution, storage engine, indexing, sharding, replication, failover and cloud orchestration (Kubernetes)
• ▹Use and contribute to Rust codebases: reproduce customer environments, inspect logs, build diagnostic tools, apply patches and configuration changes

Requirements

• ▹8+ years of experience in a support/operations/troubleshooting role in a distributed database or data infrastructure environment
• ▹Experience with distributed database systems, cloud-native platforms (AWS, GCP or Azure) and Kubernetes or serverless deployments
• ▹Strong knowledge of distributed systems concepts: sharding, replication, consensus, failure modes, resource contention, performance bottlenecks and cloud-native orchestration
• ▹Experience with at least one of: vector/feature stores, analytics engines or big data systems
• ▹Comfortable reading logs, correlating with source code, working with Grafana dashboards and writing shell scripts or Python for debugging
• ▹Excellent customer-facing communication skills, able to explain complex technical issues clearly
• ▹Strong sense of ownership, urgency and correct prioritization under pressure
• ▹Comfortable in a fast-moving startup environment with high autonomy

Nice to have

• ▹Proficiency in Rust: comfortable reading, navigating and debugging code, ideally with experience building or debugging production Rust systems
• ▹Familiarity with storage engine internals, indexing and data layout

Soft skills

About the company

LanceDB is a high-performance, open-source, cloud-native database for multimodal workflows, powering AI data infrastructure from multi-billion-scale vector search to real-time retrieval and analytics.