Technical Support Engineer
hace 6 días
Neon is a distributed team building open-source cloud-native Postgres. We're a well-funded startup with deep knowledge of Postgres internals and decades of experience building databases. Our storage layer is written in Rust, and the cloud control plane in Go. We're on a mission to create a cloud-native database service for every developer.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 youYou 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.Preferred time zones: between GMT+2 and GMT+4You will: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 escalationsEnsure that users have a positive experience using Neon Postgres. Be an expert on best practices in running Neon Postgres at scaleListen to Neon users' experience and advocate for users' needs - interfacing with our product and engineering teams on their behalf, championing their short-term issues and long-term needs throughout the organizationWork with APIs, REST payloads, REST endpoints, and Neon 3rd Party Integrations to make recommendations to resolve user issuesWork with engineering and product teams to ensure service levels, support quality, and user satisfaction targetsCollaborate with the technical writer to create technical support manuals and FAQs as well as internal troubleshooting materialsContribute to internal projects, including software development of support tools for performance, benchmarking, and diagnosticsWe are looking for someone who has:At least 4+ years in a technical support role for cloud productsFluent written and verbal communication skills in EnglishGood interpersonal communication and customer service skills are needed in order to work successfully with users in high-stress or ambiguous situationsAbility to diagnose and fix technical issues in a timely mannerAbility to follow standard engineering principles and practicesExperience in working with teams across multiple locationsAbility to think on your feet, remain calm under pressure, and solve problems in real-timeAbility to get help from team members when required and the good judgment to know when to seek helpStrong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environmentTechnologies and Tech Skills:Demonstrated experience with:Applications SupportTCP/IP, TLS, HTTP, RESTProficient in programming in one or more of Node.js, Python, C#, Rust, Go or JavaExperience with running and using a tier-1 relational database (Oracle, MySQL, Postgres, SQL-Server)Data architecture and designExperience in Cloud DevOps on AWSDistributed systemsNetwork AdministrationTechnical diagnosis and problem-solvingOur TeamWe are a distributed team of 100+ people working from 25+ countries (concentrating around North American and European time zones)We are a team built on open-source cultural principles (transparency, contribution, accountability, and proactivity)Team with decades of experience building databases and deep knowledge of Postgres internals. We are deeply technicalWe believe in the efficacy of collaborative open-sourceWe aim for a diversity of thoughts and backgroundsWe are keen to be a fast-moving, flat org and avoid hierarchical structuresOur InvestorsTop-tier investors backed up Neon's vision:We raised $104 million in funding from Menlo Ventures, Notable Capital, Khosla Ventures, General Catalyst, and Founders Fund.Venture vehicles of Snowflake and Databricks invested in Neon.Our angel investors are prominent technologists and ecosystem players. More than 20 awesome angels supported Neon, including Nat Friedman, Elad Gil, Mike Ovitz, Ajeet Singh, Guillermo Rauch, Søren Brammer Schmidt, and Wes McKinney.Our Board includes Quentin Clark, Glenn Solomon, Joe Morrissey, and Tim Tully.Our OfferYou have an opportunity to be an early employee in the fast-scaling, ambitious teamYou can work 100% remote: we'll handle all formalities to arrange work from your homeWe grant equity (stock options) to all full-time hiresWe offer a competitive benefits package in line with all tech companies (top-notch equipment, unlimited vacations, paid parental leaves, and much more)We are distributed, yet make our bonds during regular offsites (the last one was in Barcelona, Spain)
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