Senior Technical Support Engineer - West/Central US

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Requirements:

• 4-7 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.
• 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.

Responsibilities:

• 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.