Senior Technical Support Engineer @ Couchbase

Senior Technical Support Engineer

East Canada

Posted on 3/14/2023

INACTIVE

Locations

Canada • Remote

Experience Level

Entry

Junior

Mid

Senior

Expert

Desired Skills

AWS

Confluence

Docker

JIRA

Linux/Unix

Microsoft Azure

Kubernetes

NoSQL

Zendesk

Responsibilities

Troubleshoot and solve customer issues on their deployments (on-prem and cloud)
Support cloud deployments including monitoring and answering customer inquiries
Engage with customers via multiple channels (ticketing system, and screen sharing tools) to identify and resolve technical support requests while continuing to educate our clients on the use of the product
Reproduce technical issues and dive into On-Prem Enterprise and Cloud Capella platform
Become demo certified and lead a three-pillar demo to customers
Participate in product conversations with internal teams based on feedback from client interactions
Identify and write internal and external technical articles, like typical troubleshooting steps, workarounds, or best practices
Train as a highly knowledgeable specialist in one or more Couchbase component area(s)

Desired Qualifications

Experienced in multi-channel technical support (5+ years of related experience)
Experienced using Zendesk, Jira, Confluence, or similar software
An engineer with previous technical troubleshooting and/or programming experience
Solid knowledge of Unix and Network protocols and standards (HTTP, TLS, DNS, etc)
Strong understanding and experience with at least one cloud environment such as Amazon Web Services, Google Cloud, and/or Microsoft Azure
Experience working with NoSQL databases
Experience using Kubernetes and Docker is a plus
Experience with alerting and monitoring tools
Self-motivated, detail-attentive, and have a desire for continuous learning
A critical thinker who defaults to a client-centric approach
An effective written and verbal communicator
Able to work a rotating schedule that requires weekend availability

Everyday we tackle new and exciting challenges to empower developers to build responsive and flexible cloud, mobile, and edge computing applications that scale effortlessly. Couchbase delivers unmatched versatility, performance, scalability and financial value across cloud, on premises, hybrid, distributed cloud and edge commuting deployments. The database market is one of the largest undisturbed markets for enterprise software. The main catalyst for this is the need for digital transformation. Join Couchbase to be a part of a greater change. Here you’ll have the opportunity to learn and grow with some of the most innovative, passionate and humble individuals in the database industry.

At Couchbase, big things happen. Every day, we’re translating vision into reality by tackling new and exciting challenges head-on. This is a breakthrough stage in our company, where the enthusiasm of our employees and leadership team is infectious and growing. You’ll have the opportunity to learn new skills, grow your career, and work with the smartest, most passionate people in the industry.

The Senior Technical Support Engineer is the most critical role at Couchbase. You will be the face of the company externally when discussing solutions and building relationships with our customers and providing valuable feedback internally to our engineering teams to help improve our products and services. You’ll be joining a team and company where you will be challenged, but also grow and be recognized as a champion with your contributions to Couchbase.

Location: This position will be a remote role with a preferred location of East Canada. Preference will be given to applicants who currently live in this region.

Responsibilities

Troubleshoot and solve customer issues on their deployments (on-prem and cloud)
Support cloud deployments including monitoring and answering customer inquiries
Engage with customers via multiple channels (ticketing system, and screen sharing tools) to identify and resolve technical support requests while continuing to educate our clients on the use of the product
Reproduce technical issues and dive into On-Prem Enterprise and Cloud Capella platform
Become demo certified and lead a three-pillar demo to customers
Participate in product conversations with internal teams based on feedback from client interactions
Identify and write internal and external technical articles, like typical troubleshooting steps, workarounds, or best practices
Train as a highly knowledgeable specialist in one or more Couchbase component area(s)

Preferred Qualifications

Experienced in multi-channel technical support (5+ years of related experience)
Experienced using Zendesk, Jira, Confluence, or similar software
An engineer with previous technical troubleshooting and/or programming experience
Solid knowledge of Unix and Network protocols and standards (HTTP, TLS, DNS, etc)
Strong understanding and experience with at least one cloud environment such as Amazon Web Services, Google Cloud, and/or Microsoft Azure
Experience working with NoSQL databases
Experience using Kubernetes and Docker is a plus
Experience with alerting and monitoring tools.
Self-motivated, detail-attentive, and have a desire for continuous learning
A critical thinker who defaults to a client-centric approach
An effective written and verbal communicator
Able to work a rotating schedule that requires weekend availability

#LI-RemoteCA

#LI- GB1

Why Couchbase?

Couchbase is named one of DTBA’s top 100 companies that matter in data. At Couchbase, we believe data is at the heart of the enterprise. We empower developers and architects to build, deploy, and run their most mission-critical applications. Couchbase delivers end-to-end technical solutions for all our customers with high-performance, flexible and scalable modern databases that run across the data centers and any cloud. Many of the world’s largest enterprises rely on Couchbase to power the core applications their businesses depend on. See our recent awards to learn what makes Couchbase such a great company to work at.

We are honored to be a part of the best workplace award in the Bay Area. In 2022, Couchbase is recognized as the best workspace in the Bay Area. Couchbase offers a total rewards approach to benefits for the value you create here, so that you in turn may best serve yourself and your family. Some benefits include:

- ESPP

- Medical, Dental & Vision

- Monthly credit towards a lifestyle spending account

- An ergonomic and comfortable in-office setup, with food and supporting technology, to assist in the setup of an efficient WFH and office environment

-And much more!

Learn more about Couchbase:

News and Press Releases

Couchbase Capella

Couchbase Blog

Investors

Disclaimer:

Couchbase is committed to being an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Join an impact initiative group and experience the amazing feeling of Couchbase can-do culture.

By using this website and submitting your information, you acknowledge our Candidate Privacy Notice and understand your personal information may be processed in accordance with our Candidate Privacy Notice following guidelines in your country of application.

501-1,000 employees

Website

Enterprise applications database

Company Overview

At Couchbase, their mission is to empower enterprises to develop, deploy, and run mission-critical applications anywhere by delivering a high-performance, flexible, and scalable modern database.

Benefits

Culture, purpose, & impact - A sense of purpose in your work and shared passions with your teammates. Join an impact initiative group and experience the amazing feeling of Couchbase’s can-do culture.
Financial well-being - Market competitive pay, the ability to participate in the success of the company through equity programs, well thought out retirement options, and a number of recognition programs.
Flexibility & growth - Flexible time off, internal learning, and development opportunities, accreditations, boot camps, conferences, and a trust-based culture.
Community & belonging - Couchbase Cares promotes philanthropy, inclusion and belonging, worldwide Couchbase celebrations, and sustainability and green teams that impact our local communities.
Body, mind, & emotional - Medical, dental, vision, and life insurance coverage, paid parental leave, and a Flexible Spending Account for the things you care about most.
Environment & workspace - We are mindful of the environment and our individual workspaces. We provide an ergonomic and comfortable in-office setup, with food and supporting technology, or assist in the setup of an efficient home office environment.

Company Core Values

Be A Great Human, Always.
Act With Uncompromising Integrity, Period.
Serve Your Family, As Defined By You.
Attack Hard Problems, Driven By Customer Outcomes.
Play To Win, Together.
Make Tomorrow Better Than Today, Start Now.