About the Role
This position involves diagnosing and resolving complex database issues, providing timely support to clients, and collaborating with engineering teams to ensure high availability and performance of database environments.
Responsibilities
- Respond to and resolve database-related support tickets within defined service level agreements
- Diagnose performance issues in database systems and recommend corrective actions
- Collaborate with development and infrastructure teams to implement fixes
- Document technical issues and resolution steps in knowledge base systems
- Monitor database health and proactively identify potential problems
- Assist with client onboarding and configuration of database environments
- Escalate complex technical issues to senior engineering staff when necessary
- Participate in on-call rotations for after-hours support
- Maintain up-to-date understanding of supported database platforms
- Communicate technical details clearly to non-technical stakeholders
- Support upgrades, patches, and migrations for database systems
- Analyze query performance and suggest optimization strategies
- Work with clients to understand their operational challenges
- Contribute to automation of routine support tasks
- Ensure compliance with security and data handling policies
- Assist in root cause analysis for recurring incidents
- Provide feedback to product teams based on client issues
- Maintain accurate records of all support interactions
- Follow established protocols for incident management
- Coordinate with third-party vendors when required
- Support disaster recovery testing and planning
- Stay current with industry trends in database technologies
- Assist in training new team members
- Participate in team meetings and post-incident reviews
- Ensure timely communication during ongoing incidents
Nice to Have
- Experience with distributed databases or NoSQL systems
- Certifications in database or cloud technologies
- Hands-on experience with containerized environments like Docker or Kubernetes
- Prior work in a client-facing technical support role
- Exposure to large-scale data platforms
- Knowledge of CI/CD pipelines and DevOps practices
- Familiarity with configuration management tools
- Background in financial or regulated industries
- Experience supporting SaaS applications
- Contributions to open-source database projects
Compensation
Competitive salary and benefits package
Work Arrangement
Remote with core hours aligned to US Central/East time zones
Team
Part of a distributed engineering support team focused on database reliability and client success
What We Value
- Clear and empathetic communication with clients under pressure
- Ownership of issues from start to resolution
- Continuous learning and knowledge sharing
- Collaborative problem solving across teams
- Commitment to system reliability and uptime
Technology Stack
- PostgreSQL, MySQL, and Oracle databases
- AWS RDS and EC2 environments
- Linux-based server infrastructure
- Datadog and Prometheus for monitoring
- Jira for ticket management
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