INACTIVE
Full-Time
Cloud Technical Support Engineer
Cloud-native PostgreSQL database
Hardware
Mid
Remote
Required Skills
TCP/IP
Rust
Python
MySQL
Node.js
SQL
Java
Postgres
AWS
REST APIs
C/C++
Development Operations (DevOps)
Linux/Unix
Requirements
- At least 4+ years in a technical support role for cloud products
- Experience supporting developer tools
- Managerial background
- 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
- Genuine desire to help people
- 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
- Critical Thinking skills
- 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
- We are distributed team of 50 people working from 21 countries (North America, Europe, Middle East, Africa)
- Team with decades of experience building databases and deep knowledge of Postgres internals
- We have experienced Postgres hackers on the team (check Heikki, Anastasia, Arseny, Matthias)
- We aim for a diversity of thoughts and backgrounds
- We are keen to be a fast-moving flat org and avoid hierarchical structures
- You have an opportunity to be an early employee in the fast-scaling ambitious team
- You can work 100% remote: we'll handle all formalities to arrange work from your home
- We pay top of the market in most parts of the world
- We grant equity (stock options) for all full-time hires
- We offer a competitive benefits package in line with all tech companies (top-notch equipment, unlimited vacations, paid parental leaves, and much more)
- We are distributed, yet make our bonds during regular offsites (the last one was in Cyprus)
Responsibilities
- Provide first-line support and troubleshoot any technical problems our user's 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 resource on best practices in running Neon Postgres at scale, whatever that scale may be
- 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 is an open-source company on a mission to create a cloud-native Postgres database as a service for every developer. Neon is a systems company; they work on low-level code with strict performance and correctness requirements.
Company Stage
Series B
Total Funding
$104M
Headquarters
San Francisco, California
Founded
2021
Growth & Insights
Headcount
6 month growth
↑ 66%1 year growth
↑ 90%2 year growth
↑ 521%Benefits
Remote work environment
Equity & stock options
Top-notch equipment
Unlimited PTO
Paid parental leave
INACTIVE