Technical Support Engineer, Tier 3 (North America)

View full description

Requirements:

• Genuine desire to help people.
• At least 4+ years in a technical support role for cloud products.
• Experience supporting developer tools.
• Fluent written and verbal communication skills in English.
• Good interpersonal communication and customer service skills.
• Ability to diagnose and fix technical issues promptly.
• Ability to follow standard engineering principles and practices.
• Experience working with teams across multiple locations.
• Ability to think on your feet and remain calm under pressure.
• Strong aptitude for learning new technologies.
• Demonstrated experience with Applications Support, TCP/IP, TLS, HTTP, REST, and browser/dev tools.
• Proficient in one or more programming languages like Node.js, Python, C#, Rust, Go, or Java.
• Experience with relational databases and cloud DevOps on AWS.
• Knowledge of Linux systems administration, distributed systems, and network administration.

Responsibilities:

• Provide first-line support and troubleshoot any technical problems our users experience (product bugs, performance, recovery, security, and everything in between)
• Coordinate root-cause analysis and resolution of high-complexity issues and assist peers with technical roadblocks and user escalations
• Ensure that users have a positive experience using Neon Postgres and be an expert on best practices at scale
• Listen to users' experience and advocate for their needs, interfacing with product and engineering teams
• Work with APIs, REST payloads, and third party integrations to resolve user issues
• Collaborate with engineering and product teams to ensure support quality and user satisfaction
• Contribute to internal projects, including software development of support tools.