Aiven · 16 hours ago
Support Engineer
Austin, TX
Full-time
Hybrid
Mid, Senior Level
4+ years expAiven is a global team dedicated to advancing open-source technology and multi-cloud solutions. The Support Engineer role involves interacting with customers to solve complex technical problems, focusing on database performance, troubleshooting, and supporting data migration to the Aiven platform.
Artificial Intelligence (AI)Cloud Data ServicesCloud InfrastructureDatabaseOpen Source
Responsibilities
Deliver exceptional customer service within SLAs
Develop deep expertise in our Aiven Platform and Aiven Services
Apply your experience with open-source databases and technologies such as PostgreSQL, MySQL, Redis, and/or other technologies like Kafka, OpenSearch, Cassandra, and Grafana
Troubleshoot complex issues, especially in Linux environments, public clouds (AWS, Google or Azure) and in the areas of compute, storage - block and object, networking, and security groups
Identify trends in customer feedback, report and suggest improvements
Help evolve and develop our support processes and tooling
Create and refine Runbooks and Playbooks from previously encountered issues, streamlining future resolution processes and fostering knowledge sharing
Research and report product malfunctions in order to expedite the resolution process ensuring optimal customer outcomes
Collaborate with cross-functional teams, including Documentation, Product, Sales, and Engineering
Engage with customers and teams via various channels, working collaboratively via ticketing system, email, chat and occasionally by phone or remote sessions to diagnose and resolve customer issues
Mentor and be mentored, sharing your knowledge and experience to help them grow and succeed
Qualification
Required
4-7 years of experience working as Support Engineer/Testing/Specialist at a SaaS or software company and/or your experience with open-source databases and technologies such as PostgreSQL, MySQL, Redis, and/or other technologies like Kafka, OpenSearch, Cassandra, and Grafana
Strong Linux and Networking skills as an administrator or Support Engineer
Excellent communication skills, with the ability to connect with users, adjust the tone and deliver personalized support
Critical thinking that prioritizes client needs and perspectives
Strong written and verbal communication skills, with the ability to clearly articulate root cause analysis to diverse stakeholders
Knowledge of distributed systems, and the ability to read and write SQL
Previous use of Zendesk, Slack, ServiceCloud, Google, Jira, Zendesk, Intercom, and/or Github
Experience in public clouds (AWS, Google, Azure) across compute, storage, networking, and security
A take charge attitude, technically curious, detail-driven, yet goal-oriented and focused on delivering results
The ability to participate in a weekend on-call rotation
Preferred
Experience as a developer or Support engineer with at least one of the following products: Apache Kafka, PostgreSQL, MySQL, Opensearch and/or Elasticsearch
1+ years of experience as a developer, site reliability engineer, or devops engineer
Open source contributions (code, bug reports, community support, documentation)
Benefits
Participate in Aiven’s equity plan.
Balance work and life with our hybrid work policy.
Choose the equipment you need to set yourself up for success.
Use your Professional Development Plan budget for learning opportunities.
Receive holistic wellbeing support through our global Employee Assistance Program.
Inquire about our Global Time Off Commitment (Parental and Sick Leave, as well as Personal Time)
Enjoy country-specific benefits for our global cast.
Company
Aiven
Aiven is a technology-driven company that enables businesses to manage an open-source data infrastructure in the cloud.
201-500 employees
H1B Sponsorship
Aiven has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (2)
Funding
Current Stage
Late StageTotal Funding
$420MKey Investors
EurazeoAtomicoIVP
2022-05-11Series D· $210M
2021-10-19Series C· $60M
2021-03-23Series C· $100M
Leadership Team
Oskari Saarenmaa
CEO and Co-founder
Paul Wouters
Sr Security Architect
Recent News
2025-11-05
Irish Examiner
2025-10-31
Silicon Republic
2025-10-30
Company data provided by crunchbase