Senior Support Engineer

November 6

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LanceDB

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Artificial Intelligence • Enterprise • SaaS

LanceDB is the first open-source AI-Native Multimodal Lakehouse designed to handle complex AI data needs on a large scale. It offers a unified solution for multimodal data, integrating storage, search, feature engineering, and analytics into a single platform. This enables users to efficiently manage diverse data types and workflows, facilitating rapid iteration and deployment of AI models. With advanced capabilities such as hybrid search and optimized training pipelines, LanceDB is built for enterprises seeking to leverage their data effectively in AI applications.

11 - 50 employees

Founded 2022

🤖 Artificial Intelligence

🏢 Enterprise

☁️ SaaS

📋 Description

• Serve as one of the primary technical points of contact for our customers: troubleshoot issues, respond to escalations, and guide customers through full lifecycle support for large-scale deployments of LanceDB. • Work in close collaboration with our engineering and product teams to reproduce issues, debug root causes, propose remediation, and drive fixes or enhancements. • Dive deeply into distributed database internals: query execution, storage engine, indexing, sharding, replication, fail-over, cloud orchestration (Kubernetes, serverless-style deployments). • Use and contribute to Python and Rust codebases: reproduce customer environments, inspect logs, build diagnostic tools, run instrumentation, apply patches and configuration changes. • Develop and maintain knowledge-base articles, runbooks, and support tooling that document common issues, best practices, deployment patterns, and performance tuning. • Conduct white-glove onboarding for key customers: review architecture, recommend configuration, co-pilot production launches and scale tests, and help them operate and monitor LanceDB in their cloud environments. • Work proactively: identify recurring issues, escalate product bugs or UX gaps, propose improvements in the support process, and advocate for the customer in the roadmap. • Contribute to metrics around support response-times, resolution times, customer satisfaction, and help build a scalable support organization as we grow.

🎯 Requirements

• 8+ years of professional experience in a support / operations / troubleshooting role in a distributed database or data infrastructure environment. • Demonstrated experience with one or more of the following: distributed database systems, cloud-native data platforms, vector/feature stores, analytics engines or big data systems. • Proficiency in Rust and/or Python: you should be comfortable reading, navigating, and debugging code in these languages; ideally you’ve built or debugged production-quality systems in one or both. • Strong knowledge of distributed systems concepts: sharding, replication, consensus, failure modes, resource contention, performance bottlenecks, and cloud-native orchestration (Kubernetes, containerization, autoscaling). • Excellent customer-facing communication skills: you’ll be working directly with high-value customers, so you must be comfortable explaining complex technical issues clearly, managing expectations, and advocating for the customer. • Experience with cloud platforms (AWS, GCP, or Azure) and Kubernetes or serverless deployment models for database workloads. • Strong sense of ownership, urgency, correct prioritization under pressure, and ability to work closely with engineering teams to drive resolution.

🏖️ Benefits

• Offers Equity