Sr. Technical Support Engineer
New
C
Cockroach LabsCloud Database
Remote, India; you must be based in Bangalore to be eligible for this role.Full-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 5-8 years
- Required Skills
- SQLJiraLinuxConfluenceZendeskDistributed SystemsTechnical support
Requirements
- 5-8 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.
- 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.
- A take-charge attitude where you can anticipate issues and ensure resolution to technical issues.
- Familiarity with, or are willing to learn about, the various technologies that make enterprise applications function.
- Comfort using AI tools to draft and refine technical responses.
- Experience creating order out of chaos.
- 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.
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