This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Customer Support Engineer based in United Kingdom.
Join a globally distributed Support Engineering team serving customers across EMEA and, when needed, the Americas and APJ.
You’ll combine deep technical problem-solving with customer-facing communication across tickets, chat, Slack, calls, and video meetings.
The role spans everything from troubleshooting production issues to supporting prospects, technical proofs of concept, and community users.
You’ll work closely with Engineering, Product, Support Services, and Go-to-Market teams to solve complex challenges and influence product improvements.
There is also an opportunity to create technical content, mentor colleagues, and share knowledge with customers and the wider community.
This is an ideal environment for a curious, self-driven engineer who enjoys working with databases, distributed systems, cloud technologies, and rapidly evolving products.
You’ll play a direct role in delivering exceptional technical support while helping shape scalable support practices in a high-growth, remote-first environment.
Accountabilities
- Provide high-quality technical support to users, customers, and prospects through support cases, chat, Slack, community channels, phone calls, and video meetings.
- Act as a first-line technical representative, troubleshooting complex issues and providing timely responses in line with defined service-level agreements.
- Diagnose and resolve technical problems involving databases, OLAP systems, cloud-native SaaS environments, distributed systems, and related technologies.
- Support customers and prospects during both pre-sales and post-sales activities, including technically complex proofs of concept.
- Collaborate with Engineering, Product Management, Support Services, and Go-to-Market teams to identify customer needs and help define product improvements.
- Develop reusable technical solutions and educational resources through documentation, knowledge bases, blogs, webinars, meetups, and training.
- Contribute to user and open-source communities by sharing knowledge, best practices, and practical solutions.
- Mentor and support colleagues by sharing technical expertise and contributing to team learning.
- Help improve internal support processes, workflows, and practices as the organization continues to scale.
- Participate in the scheduling and on-call coverage required to provide high-quality global support.
Requirements:
- Previous experience in a customer-facing technical role such as Support Engineer, Solutions Engineer, Consultant, Database Administrator, Site Reliability Engineer, Software Engineer, or Systems Engineer.
- Strong technical breadth and depth in database technologies, OLAP, cloud-native SaaS, distributed systems, or closely related domains.
- Hands-on experience with an OLAP database, DBaaS platform, or comparable technology; direct experience with the relevant platform is a strong advantage.
- Strong troubleshooting, analytical, and problem-solving skills, with the ability to investigate complex technical issues and communicate solutions clearly.
- Excellent written and verbal communication skills and the ability to build trusted relationships with customers, partners, and colleagues.
- Fluent English and the ability to collaborate effectively in a globally distributed, remote environment.
- Availability aligned with the scheduling requirements of a global 24/7 support organization.
- Reliable internet connectivity and the ability to work independently in a fully remote setting.
- A collaborative, empathetic, customer-focused mindset with a strong sense of ownership and urgency.
- Curiosity, self-motivation, and a willingness to continuously learn and develop technically.
- Experience with open-source technologies, communities, or contributions is a plus.
- Experience with AWS, Azure, or GCP is an advantage.
- Familiarity with data-pipeline technologies such as Kafka, Kinesis, Spark, RabbitMQ, or similar tools is beneficial.
Benefits:
- Fully remote and flexible work environment within a globally distributed organization operating across more than 20 countries.
- Employer contributions toward healthcare.
- Stock options and equity participation.
- Flexible time off in the United States and generous time-off allowances in other countries.
- $500 home office setup allowance for remote employees.
- Opportunities to participate in global company gatherings and in-person team events.
- Exposure to customers and technical challenges across EMEA, the Americas, and APJ.
- Opportunities to grow technical expertise across databases, cloud infrastructure, distributed systems, and open-source technologies.
- A collaborative environment where employees can contribute to technical resources, mentoring, community initiatives, and support-process improvements.
- The opportunity to work in a rapidly scaling technology environment and help shape its culture and customer experience.
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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