Sr Technical Support Engineer

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 Sat-Wed or Wed-Sun, 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