Sr. Technical Support Engineer

Cockroach Labs · Remote, India

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<div class="job-post-container" style="position: relative; background-color: white; padding: 20px; max-width: 1000px; margin: 0 auto; box-shadow: 0px 0px 10px rgba(0, 0, 0, 0.1); min-height: 500px; border: 5px solid #0037A5;"> <div style="position: absolute; top: 0; left: 2; width: 200px; height: 300px; margin-top: 30px; opacity: 1; z-index: 1;"> </div> <div class="job-post-content" style="position: relative; z-index: 2;"> <h1 style="font-family: Arial, sans-serif; color: #333; line-height: 1.2; margin-top: 20px;"><img style="max-width: 100%;" src="https://cdn.builtin.com/cdn-cgi/image/f=auto,fit=contain,w=200,h=200,q=100/https://builtinaustin.com/sites/www.builtinaustin.com/files/2024-02/Cockroach%20Labs%20logo.png" alt="" width="71"></h1> <h1 style="text-align: center;">Category-defining tech. Career-defining work.</h1> <p style="text-align: center;">Lots of tech companies disrupt. But, many fail when they try to scale. We're different. CockroachDB makes it easier for companies to build and scale apps. This is how and why we're helping some of the most innovative companies on the planet. We tackle problems head-on and focus on solutions that create lasting impact. </p> <h3 style="text-align: center;">Because when our customers win, we all win. </h3> <p> </p> <hr> <h2><span style="color: rgb(0, 0, 0);"><strong>The Role</strong></span></h2> <p><span style="font-weight: 400;">We're looking for a Senior Technical Support Engineer to help us make CockroachDB easy for our customers. <span class="TextRun SCXW243880738 BCX0" lang="EN-US" data-contrast="none"><span class="NormalTextRun SCXW243880738 BCX0">You’ll</span><span class="NormalTextRun SCXW243880738 BCX0"> be joining a team and organization where you will be challenged, but also will witness your contributions to Cockroach Labs. <strong>While this will be a remote role, you must be based in Bangalore to be eligible for this role.</strong></span></span></span></p> <h2><strong>You Will</strong></h2> <ul> <li><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}">Provide extraordinary service for both our Self-Service and Enterprise customers. </span></li> <li><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}">Support customers on our various deployment models (Self Hosted, CockroachDB Dedicated and Serverless). </span></li> <li><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}">Develop deep technical expertise in CockroachDB and accompanying technologies. </span></li> <li><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}">Recognize patterns among customer issues and suggest ways to improve our product and offerings. </span></li> <li><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}">Partner with our Documentation, Product, Sales, and Engineering teams to guide those improvements. </span></li> <li><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}">Help develop and iterate on our support processes, tooling and systems. </span></li> <li><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}">Develop Runbooks & Playbooks for issues you’ve encountered that could reduce time to resolution in the future. </span></li> <li><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}">Participate in our Follow-The-Sun model to ensure work continuity beyond your shift for priority tickets. </span></li> <li><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}">Reproduce technical issues and work with Engineering to resolve them on behalf of our customers.</span></li> </ul> <h2><strong>The Expectations</strong></h2> <p>In your first 30 days, you will have developed enough expertise to begin assisting users directly. During this time, you will familiarize yourself with CockroachDB, our customers, and our company. <span class="TextRun SCXW86978340 BCX0" lang="EN-US" data-contrast="none"><span class="NormalTextRun AdvancedProofingIssueV2Themed SCXW86978340 BCX0">We will provide a self-guided onboarding platform that contains reading material and hands-on material to familiarize yourself with the responsibilities of the role.</span><span class="NormalTextRun SCXW86978340 BCX0"> </span></span><span class="EOP SCXW86978340 BCX0" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </span></p> <p>After 3 months, you'll be fully integrated into the team and will be familiar with the various systems we use. You'll be able to manage most issues from customers and will be able to contribute to improving the scope and quality of our offerings. <span class="TextRun SCXW115750433 BCX0" lang="EN-US" data-contrast="none"><span class="NormalTextRun SCXW115750433 BCX0">As our team and your </span><span class="NormalTextRun SCXW115750433 BCX0">expertise</span><span class="NormalTextRun SCXW115750433 BCX0"> grow, </span><span class="NormalTextRun SCXW115750433 BCX0">you’ll</span><span class="NormalTextRun SCXW115750433 BCX0"> begin mentoring and training new members of the team, developing and updating training and documentation to ensure that knowledge is not lost.</span></span><span class="EOP SCXW115750433 BCX0" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </span></p> <h2><strong>You Have</strong></h2> <ul> <li>5-8 years of experience working in Technical Support at a software company.</li> <li><span data-contrast="none">Knowledge of distributed systems, Linux, and the ability to read and write SQL.</span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </span></li> <li><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"><span class="TextRun SCXW7949785 BCX0" lang="EN-US" data-contrast="none"><span class="NormalTextRun SCXW7949785 BCX0">Experience using Zendesk, Jira, Confluence, or similar software.</span></span><span class="EOP SCXW7949785 BCX0" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </span></span></li> <li>A passion for working with users directly and knowing how to adjust the tone and content of a message so it's well received.</li> <li>An approach to critical thinking that defaults to a client-centric approach.</li> <li>Effective written and verbal communication skills including the ability to provide root cause analysis to various stakeholders.</li> <li>Excitement about working with a growing list of Enterprise customers and can provide the polish expected by Fortune 500 companies.</li> <li>A take-charge attitude where you can anticipate issues and ensure resolution to technical issues that come your way.</li> <li>Familiarity with, or are willing to learn about, the various technologies that make enterprise applications function.</li> <li>Experience creating order out of chaos.</li> <li>The ability to absorb information. You love getting into the weeds technically, but don't let that distract you from achieving your goals.</li> <li>The ability to participate in a weekend on-call rotation.</li> </ul> <p> </p> <hr> <p>Cockroach Labs is proud to be an Equal Opportunity Employer building a diverse and inclusive workforce. If you need additional accommodations to feel comfortable during your interview process, please email us at <a href="mailto:accessibility@cockroachlabs.com">accessibility@cockroachlabs.com</a>.</p> <p>Cockroach Labs has a hybrid work model, with Roachers that are local to one of our offices coming in on Mondays, Tuesdays, and Thursdays and working flexibly the rest of the week. While we’ve learned valuable lessons working remotely, nothing can replace the connection, creativity, and fun that occurs when Roachers get together and we are committed to fostering a workplace that encourages collaboration and allows us all to do our best work.</p> <hr> <h1>Benefits</h1> <ul> <li>Medical Insurance</li> <li>Flexible Time Off</li> <li>Paid Parental Leave</li> <li>Mental Wellbeing Benefits</li> <li>Internet Reimbursement</li> <li>Wellness Allowance</li> <li>Food Allowance </li> <li>Office Commute Reimbursement</li> <li>And more!</li> </ul> <p>#LI-Remote</p> </div> </div>