Senior Technical Support Engineer, West - Distributed US

Databases are the beating heart of every business in the world.

What you build and where it takes you should be unrestricted by the capabilities of your database. We created CockroachDB as the planet's most highly evolved, cloud-native, distributed SQL database. Making scale so simple you don't even have to think about it. Making data so resilient it becomes impossible to destroy. Making delivery so seamless, your apps run anywhere. Join us on our mission to build a different breed of database—one born in the cloud and built from the ground up to help companies of any size scale fast, survive disaster, and thrive everywhere.

About the Role

We're looking for a Senior Technical Support Engineer to help us make CockroachDB easy for our customers. You’ll be joining a team and organization where you will be challenged, but also will witness your contributions to Cockroach Labs. While this is a remote role, you must be based in the US and in the PST-time zone.  

You Will

• Provide extraordinary service for both our Self-Service and Enterprise customers.
• Support customers on our various deployment models (Self Hosted, CockroachDB Dedicated and Serverless).
• Develop deep technical expertise in CockroachDB and accompanying technologies.
• Recognize patterns among customer issues and suggest ways to improve our product and offerings.
• Partner with our Documentation, Product, Sales, and Engineering teams to guide those improvements.
• Help develop and iterate on our support processes, tooling and systems.
• Develop Runbooks & Playbooks for issues you’ve encountered that could reduce time to resolution in the future.
• Participate in our Follow-The-Sun model to ensure work continuity beyond your shift for priority tickets.
• Reproduce technical issues and work with Engineering to resolve them on behalf of our customers.

The Expectations

In your first 30 days, you will have developed enough expertise to begin assisting users directly. During this time, you will familiarize yourself with CockroachDB, our customers, and our company. We will provide a self-guided onboarding platform that contains reading material and hands-on material to familiarize yourself with the responsibilities of the role.  

After 3 months, you'll be fully integrated into the team and will be familiar with the various systems we use. You'll be able to manage most issues from customers and will be able to contribute to improving the scope and quality of our offerings. As our team and your expertise grow, you’ll begin mentoring and training new members of the team, developing and updating training and documentation to ensure that knowledge is not lost. 

You Have

• 4-7 years of experience working in Technical Support at a software company.
• Knowledge of distributed systems, Linux, and the ability to read and write SQL. 
• Experience using Zendesk, Jira, Confluence, or similar software. 
• A passion for working with users directly and knowing how to adjust the tone and content of a message so it's well received.
• An approach to critical thinking that defaults to a client-centric approach.
• Effective written and verbal communication skills including the ability to provide root cause analysis to various stakeholders.
• Excitement about working with a growing list of Enterprise customers and can provide the polish expected by Fortune 500 companies.
• A take-charge attitude where you can anticipate issues and ensure resolution to technical issues that come your way.
• Familiarity with, or are willing to learn about, the various technologies that make enterprise applications function.
• Experience creating order out of chaos.
• The ability to absorb information. You love getting into the weeds technically, but don't let that distract you from achieving your goals.
• The ability to participate in a weekend on-call rotation.

The Team

Reporting to Matthew Vardi - Technical Support Manager

For over 5 years, Matt has been a dedicated member of the team at Cockroach Labs, where he has honed his skills in creative problem-solving in a fast-growing environment. He holds a degree in computer science that has been instrumental in his professional growth.  Matt’s technical expertise, coupled with his customer-centric approach, allows him to lead diverse teams effectively and foster a collaborative environment. Matt thrives in dynamic settings, can adapt to various cultures and is committed to providing outstanding customer experiences. Beyond his work, he has a background that includes serving in the Israeli Defense Forces for 3 years. Now based in New York City, he enjoys exploring the city, discovering new restaurants, and indulging in video games.

Our Benefits

• Competitive health insurance coverage (for you and your dependents!)
• Paid parental leave (with baby bucks)
• Flexible time off & flexible hours

Cockroach Labs is proud to be an Equal Opportunity Employer building a diverse and inclusive workforce. If you need additional accommodations to feel comfortable during your interview process, please email us at accessibility@cockroachlabs.com.

The annual anticipated base salary range for U.S. candidates for this role is USD $100,000 to $125,000, plus commission if a sales role. We set standard ranges for all U.S.-based roles based on function, level, and geographic location, benchmarked against similar stage growth companies. In order to be compliant with local legislation, as well as to provide greater transparency to candidates, we share salary ranges on all job postings regardless of desired hiring location.  Actual salaries may vary and fall outside of this range depending on factors such as a candidate’s qualifications, geographic location, skills, experience, and competencies. In addition, we are often open to a wide variety of profiles, and recognize that the person we hire may be less experienced (or more senior) than this job description as posted. Salary is one component of the Cockroach Labs’ total rewards package, which includes stock options, health insurance, life and disability insurance, funds towards professional development resources, flexible PTO, paid holidays, and parental leave, to name a few! Salaries for candidates outside the U.S. will vary based on local compensation structures.

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Last updated on Jun 18, 2024