Technical Customer Support Engineer
vor 1 Woche
About HarperDBHarperDB is a new type of development technology that combines distributed database, cache, application, and streaming systems into a single process. By collapsing the stack from multiple systems into one, we bypass costly serialization and latency-inducing network hops so that services are more performant and lower cost than ever before possible. Simply put, HarperDB is a better way of building enterprise technology services when performance, cost, and simplicity at scale matter. Join our passionate team in building a better future for development teams of all sizes.Job Description:HarperDB is seeking a Technical Customer Support Engineer to serve as the first point of contact for our customers. In this role, you will provide world-class technical support, troubleshoot complex issues, and collaborate with engineering teams to enhance our product. Your ability to code, understand infrastructure, and manage distributed database-related challenges is critical. This position requires residing and working in Australia and supporting customers across multiple time zones.Responsibilities:Provide timely, accurate, and empathetic technical support to customers across various industries.Troubleshoot and resolve complex technical issues related to HarperDB's database, caching, application, and streaming capabilities.Serve as the technical first responder for critical incidents, analyzing logs and system metrics to identify root causes.Triage, prioritize, and document technical issues, escalating when necessary.Collaborate with engineering teams to resolve bugs, identify feature requests, and improve overall product performance.Contribute to customer-facing documentation, internal knowledge bases, and functional testing.Participate in on-call rotations to ensure 24/7 support coverage, including weekend shifts on a rotating basis (e.g., Fri/Sat or Sun/Mon).Parse and differentiate between customer issues and feature requests.Write technical documentation, assist with testing, and contribute to technical blogs.Skills:Must reside in Australia and have permission to work legally.Minimum of 2+ years as a software developer.Minimum of 2+ years in customer support engineering, preferably in a startup environment.Strong background in SQL and NoSQL databases.Proficiency in troubleshooting database and application performance issues.Hands-on coding experience (Node.js, Python, or Go preferred).APIs and web services communication protocols and queries (REST, WS, MQTT, GraphQL).Web applications authentication and basic security knowledge.Infrastructure knowledge, including cloud platforms (AWS, Azure, GCP), containerization (Docker, Kubernetes), and monitoring tools (DataDog, Prometheus/Grafana).Experience with customer support tools and ticketing systems.Ability to resolve Level 1 and Level 2 technical issues independently, escalating only complex problems.Exceptional communication skills, including the ability to convey technical concepts to non-technical users.Emotional intelligence and the ability to handle customer interactions with professionalism and empathy.Strong problem-solving skills and the confidence to stand firm on technical accuracy when addressing customer misconceptions.Why Join Us:Competitive salary in the range of $7,500-$9,000 USD gross pay per month (based on experience).Opportunity to work on cutting-edge technology and make a real impact.Work in a fast-paced, dynamic, and collaborative environment.Be part of a passionate team that is redefining the database landscape.If you are a motivated self-starter who thrives in a fast-paced environment and shares our values of transparency, authenticity, and empowerment, we want to hear from youInterview Process:1st Stage: 30 minute Zoom conversation with one member of Operations Team.2nd Stage: Additional interview questions (typically about 30-45 minutes on Zoom) with members of HarperDB Engineering or Delivery team.3rd Stage: Additional interview questions (typically about 30-45 minutes on Zoom) with HarperDB Co-Founder.4th Stage: 30 minute Zoom conversation with HarperDB Co-Founder.
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