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Technical Support Engineer

Posted 13 days agoViewed

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💎 Seniority level: Middle, 4+ years

📍 Location: United States, Canada, US-West Coast, Central European

🔍 Industry: Software Development

🏢 Company: Neon Inc.

🗣️ Languages: English

⏳ Experience: 4+ years

🪄 Skills: AWSNode.jsPostgreSQLPythonGoREST APIRustLinux

Requirements:
  • 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 are needed in order to work successfully with users in high-stress or ambiguous situations
  • Ability to diagnose and fix technical issues in a timely manner
  • Ability to follow standard engineering principles and practices
  • Experience in working with teams across multiple locations
  • Ability to think on your feet, remain calm under pressure, and solve problems in real-time
  • Ability to get help from team members when required and the good judgment to know when to seek help
  • Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment
  • Demonstrated experience with: Applications Support, TCP/IP, TLS, HTTP, REST, Browser/Dev Tools
  • Proficient in programming in one or more of Node.js, Python, C#, Rust, Go or Java
  • Experience with running and using a tier-1 relational database (Oracle, MySQL, Postgres, SQL-Server)
  • Data architecture and design
  • Experiencing in Cloud DevOps on AWS
  • Linux Systems administration
  • Distributed systems
  • Network Administration
  • Technical diagnosis and problem-solving
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 informally assist peers with technical roadblocks and user escalations
  • Ensure that users have a positive experience using Neon Postgres. Be an expert on best practices in running Neon Postgres at scale
  • Listen to Neon users' experience and advocate for users' needs - interfacing with our product and engineer teams on their behalf, championing their short-term issues and long-term needs throughout the organization
  • Work with APIs, REST payloads, REST endpoints, and Neon 3rd Party Integrations to make recommendations to resolve user issues
  • Work with engineering and product teams to ensure service levels, support quality, and user satisfaction targets
  • Collaborate with the technical writer to create technical support manuals and FAQs as well as internal troubleshooting materials
  • Contribute to internal projects, including software development of support tools for performance, benchmarking, and diagnostics
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