Senior Technical Support Engineer

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Cockroach Labs

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2015

☁️ SaaS

🏢 Enterprise

💰 $278M Series F on 2021-12

SaaS • Enterprise • Cloud Computing

Cockroach Labs is a company behind CockroachDB, a cloud-native, distributed SQL database engineered for high availability, effortless scaling, and precise control over data placement. CockroachDB is designed to tackle database bottlenecks by eliminating manual sharding and enabling horizontal scaling as workload volumes increase. It supports standard SQL and ACID-compliant transactions, making it reliable for transaction-heavy workloads. CockroachDB is known for its multi-region and multi-cloud deployments, thus ensuring high availability, data consistency, and low-latency experiences across different cloud environments. The database is trusted by enterprises for mission-critical applications such as payment systems, identity access management, logistics, and user account management. It features a secure, fully managed cloud platform that simplifies database operations, reduces manual management efforts, and facilitates seamless migrations, providing businesses with superior performance and operational flexibility.

📋 Description

• 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.

🎯 Requirements

• 5-8 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. • Comfort using AI tools to draft and refine technical responses - getting to a high-quality, client-ready answer faster without sacrificing accuracy. • A willingness to experiment with AI to augment your workflow from ticket summarization to troubleshooting research and share what works with the team. • 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.

🏖️ Benefits

• Medical Insurance • Flexible Time Off • Paid Parental Leave • Mental Wellbeing Benefits • Internet Reimbursement • Wellness Allowance • Food Allowance • Office Commute Reimbursement • And more!