Sr Technical Support Engineer

As industries race to embrace AI, traditional database solutions fall short of rising demands for versatility, performance, and affordability. Couchbase is leading the way with Capella, the developer data platform for critical applications in our AI world. By uniting transactional, analytical, mobile, and AI workloads into a seamless, fully managed solution, Couchbase empowers developers and enterprises to build and scale applications with unmatched flexibility, performance, and cost-efficiency—from cloud to edge. Trusted by over 30% of the Fortune 100, Couchbase is unlocking innovation, accelerating AI transformation, and redefining customer experiences. Come join our mission.

Job Description - Senior Technical Support Engineer (Split Shift: Wed - Sun/Sat - Wed)

We are looking for a Senior Technical Support Engineer to assist our rapidly growing customer base. As part of our Technical Support team, you will be the primary point of contact for Couchbase customers for all technical issues.

NoSQL databases are the answer to the demand for high speed, highly available, extremely dynamic data storage and Couchbase is at the forefront of this technology. Working in Couchbase Technical Support, you’ll acquire highly coveted skills, essential to this technology, by navigating the world of NoSQL databases. This includes working with Golang, learning about the principals and concepts of distributed systems, understanding what goes into good NoSQL database design, mobile data convergence, and becoming proficient in the best practices for building NoSQL-backed applications.

You’ll fit right in with us if you have a passion for unraveling complex issues and are comfortable working in a fast-paced environment. If you’re looking to work in an open, collaborative environment side-by-side with our development engineers to resolve customer issues and shape future product design, we can’t wait to hear from you!

Responsibilities

• Troubleshoot and solve customer issues on their deployments (on-prem and cloud).
• Engage with customers via multiple channels (ticketing system, and screen sharing tools) to identify and resolve technical support requests while continuing to educate the customers on the use of the product
• Reproduce customer cases for detailed troubleshooting and analysis. This may include writing or modifying code or simulating node failure situations.
• Become a product expert for customers and stay up-to-date on new features in Couchbase.
• Identify and write internal and external technical articles or knowledge-base entries, like typical troubleshooting steps, workarounds or best practices.
• Train other team members as a highly knowledgeable specialist in one or more Couchbase component area(s).
• Act as a Single point of contact for the Strategic Customers.
  
  

Requirements

• This role requires the Support Engineer to work in split shifts, either Saturday to Wednesday or Wednesday to Sunday, depending on the requirements.
• BS in Computer Science, Engineering or equivalent experience in software and/or a technologically relevant field
• 6-10 years of experience working with users/developers to troubleshoot and resolve issues for backend infrastructure applications (e.g. databases, application servers, Hypervisors, Cloud etc.)
• Strong Unix/Linux administration skills
• Familiarity with NoSQL databases
• Experience in troubleshooting distributed high-performance systems
• Experience using Kubernetes and Docker is a plus
• Excellent analytical skills, passion for pinning down technical issues, and solving problems
  
  

Why Couchbase?

Benefits

Modern customer experiences need a flexible cloud database platform that can power applications spanning from cloud to edge and everything in between. Couchbase’s mission is to simplify how developers and architects develop, deploy and consume modern applications wherever they are. We have reimagined the database with our fast, flexible and affordable cloud database platform Capella, allowing organizations to quickly build applications that deliver premium experiences to their customers– all with best-in-class price performance. More than 30% of the Fortune 100 trust Couchbase to power their modern applications and build innovative new ones. See our recent awards to learn why Couchbase is a great place to work.We are honored to be a part of the Best Places to Work Award for the Bay Area and the UK. Couchbase offers a total rewards approach to benefits that recognizes the value you create here, so that you in turn may best serve yourself and your family. Some benefits include:

• Generous Time Off Program - Flexibility to care for you and your family
• Wellness Benefits - A variety of world class medical plans to choose from, along with dental, vision, life insurance, and employee assistance programs*
• Financial Planning - RSU equity program*, ESPP program*, Retirement program* and Business Travel Insurance
• Career Growth - Be valued, Create value approach
• Fun Perks - An ergonomic and comfortable in-office / WFH setup. Food & Snacks for in-office employees.
• And much more!
• Note: some programs are not applicable to all countries. Please discuss with a Couchbase recruiter to learn more.
  
  

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