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Full-Time

Technical Support Engineer

Tier 3

Confirmed live in the last 24 hours

Neon

Neon

51-200 employees

Serverless Postgres solution for developers

Data & Analytics
Enterprise Software

Mid

Remote in USA

Category
Customer Support
Customer Success & Support
IT Support
IT & Security
Required Skills
Rust
Python
MySQL
Node.js
Java
Postgres
C#
AWS
Go
Oracle
Linux/Unix
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 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

Neon.tech offers a serverless solution for Postgres databases, allowing developers to launch and manage their database instances easily in the cloud. Its unique architecture separates storage and compute resources, enabling on-demand scalability and ensuring high performance during peak times while saving costs during off-peak periods. The platform is fully compatible with Postgres and can cold start in under three seconds. Neon.tech aims to simplify database management for developers, allowing them to focus on building applications without the hassle of infrastructure.

Company Stage

Series B

Total Funding

$104M

Headquarters

Menlo Park, California

Founded

2021

Growth & Insights
Headcount

6 month growth

29%

1 year growth

80%

2 year growth

348%
Simplify Jobs

Simplify's Take

What believers are saying

  • Neon.tech's dynamic scaling ensures cost efficiency and optimal performance, making it an attractive option for developers.
  • The recent release of logical replication in beta demonstrates Neon's commitment to continuous improvement and feature expansion.
  • Partnerships with platforms like TikTok and participation in events like the Hudson Film Festival enhance Neon's visibility and market reach.

What critics are saying

  • The competitive cloud computing market, with giants like AWS and Google Cloud, poses a significant threat to Neon's market share.
  • Reliance on a subscription-based model may lead to revenue fluctuations based on client usage patterns.

What makes Neon unique

  • Neon.tech's separation of storage and compute offers a truly serverless Postgres experience, unlike traditional managed database services.
  • The ability to cold start in less than 3 seconds provides developers with near-instantaneous access to their databases, setting Neon.tech apart from competitors.
  • Neon.tech's focus on 100% Postgres compatibility ensures seamless integration for developers already using Postgres, unlike some alternatives that require code changes.

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Benefits

Remote work environment

Equity & stock options

Top-notch equipment

Unlimited PTO

Paid parental leave