Cockroach Labs · 6 hours ago
Senior Technical Support Engineer, West - Distributed US
Los Angeles, CA
Full-time
Remote
Mid, Senior Level
$100K/yr - $140K/yr
4+ years exp
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Responsibilities
Provide extraordinary service for both our Self-Service and Enterprise customers.
Support customers on our various deployment models (Self Hosted, CockroachDB Dedicated and Serverless).
Develop deep technical expertise in CockroachDB and accompanying technologies.
Recognize patterns among customer issues and suggest ways to improve our product and offerings.
Partner with our Documentation, Product, Sales, and Engineering teams to guide those improvements.
Help develop and iterate on our support processes, tooling and systems.
Develop Runbooks & Playbooks for issues you’ve encountered that could reduce time to resolution in the future.
Participate in our Follow-The-Sun model to ensure work continuity beyond your shift for priority tickets.
Reproduce technical issues and work with Engineering to resolve them on behalf of our customers.
Qualification
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Required
4-7 years of experience working in Technical Support at a software company.
Knowledge of distributed systems, Linux, and the ability to read and write SQL.
Experience using Zendesk, Jira, Confluence, or similar software.
A passion for working with users directly and knowing how to adjust the tone and content of a message so it's well received.
An approach to critical thinking that defaults to a client-centric approach.
Effective written and verbal communication skills including the ability to provide root cause analysis to various stakeholders.
Excitement about working with a growing list of Enterprise customers and can provide the polish expected by Fortune 500 companies.
A take-charge attitude where you can anticipate issues and ensure resolution to technical issues that come your way.
Familiarity with, or are willing to learn about, the various technologies that make enterprise applications function.
Experience creating order out of chaos.
The ability to absorb information. You love getting into the weeds technically, but don't let that distract you from achieving your goals.
The ability to participate in a weekend on-call rotation.
Benefits
Competitive health insurance coverage (for you and your dependents!)
Paid parental leave (with baby bucks)
Flexible time off & flexible hours
Company
Cockroach Labs
Cockroach Labs is a software company that develops a cloud-native SQL database for modern cloud applications.
201-500 employees
Funding
Current Stage
Late StageTotal Funding
$633.1MKey Investors
GreenoaksAltimeter CapitalRedpoint
2021-12-16Series F· $278M
2021-01-12Series E· $160M
2020-05-05Series D· $86.6M
Leadership Team
Spencer Kimball
Co-Founder and CEO
Peter Mattis
CTO and VP of Engineering
Recent News
K5 Global
2024-06-03
2024-05-23
Company data provided by crunchbase
