Technical Customer Support Engineer

December 7

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HarperDB, Inc.

WebsiteLinkedInAll Job Openings

Database Software • noSQL Database • SQL Database • HTAP • IoT

11 - 50 employees

☁️ SaaS

🎮 Gaming

🛍️ eCommerce

Description

• As a Technical Customer Support Engineer at HarperDB, you will be the first point of contact for our customers. • You will be responsible for providing excellent technical support, troubleshooting issues, and resolving customer problems. • You will also work closely with the engineering team to identify and fix bugs, and to improve our product. • Provide timely and accurate technical support to customers. • Troubleshoot and resolve complex technical issues related to HarperDB's database, cache, application, and streaming capabilities. • Identify and document common customer issues. • Act as a technical first responder for critical incidents. • Triage and prioritize technical issues. • Analyze logs and system metrics to determine root causes of issues. • Coordinate with engineering teams to resolve incidents efficiently. • Collaborate with the engineering team to fix bugs, improve the product, and enhance customer experience. • Contribute to our knowledge base and documentation. • Participate in on-call rotations to provide 24/7 support. • Weekend coverage work is required as part of this position and is scheduled on a rotating basis within the team.

Requirements

• Must reside and work in Australia. • Minimum of 3+ years as a Customer Support Engineer, preferably within a start-up environment. • Strong technical skills, including experience with databases, SQL, and NoSQL. • Excellent communication and interpersonal skills. • Strong problem-solving and troubleshooting skills. • Ability to work independently and as part of a team. • Experience with customer support tools and ticketing systems. • Development (Node.js, Python, Go) experience is a plus. • Application and database performance optimization experience is a plus.

Benefits

• 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.