SurrealDB · 8 hours ago
Technical Support Engineer
United States
Full-time
Remote
Mid LevelSurrealDB is a multi-model database company that enables teams to build intelligent systems. They are looking for a Technical Support Engineer to help scale their global support function, providing end-to-end technical support and collaborating across various teams to ensure customer satisfaction and reliability.
Big DataCloud ComputingDatabaseDeveloper PlatformDeveloper ToolsEnterprise SoftwareOpen Source
Responsibilities
Deliver end-to-end technical support (T1–T3), from frontline ticket resolution through to complex incident escalations
Support customers with SurrealDB-specific issues, including:
Writing, debugging, and optimising SurrealQL queries
Advising on schema design, indexing, and data modelling across SurrealDB’s multi-model architecture
Supporting integrations with client libraries (TypeScript, Rust, Python, Go)
Troubleshooting authentication, access control, and configuration issues
Participate in the on-call rotation, responding to Grafana alerts and Sev1/Sev2 incidents
Debug and investigate issues in close collaboration with Cloud and Engineering teams, including reproducing problems and performing root cause analysis
Build and maintain support processes, runbooks, documentation, and the knowledge base, including contributions to AI-assisted support tooling
Contribute to defining and improving support workflows, tooling, metrics, and SLAs as the function scales
Support customer success activities, including onboarding, adoption, renewals, and input into QBRs
Assist with executive-level escalations and customer communications when required
Create a strong feedback loop into Product and Engineering, surfacing recurring issues, bugs, and customer pain points
Identify and implement opportunities for support automation and operational improvements
Qualification
Required
Strong technical background with hands-on experience in debugging, troubleshooting, and incident response
Excellent communication skills, with the ability to explain technical concepts clearly to both technical and non-technical audiences
Comfortable working in a startup or scale-up environment, with the initiative to identify gaps and build solutions from scratch
Customer-focused mindset, motivated by reliability, quality, and acting as the voice of the customer internally
Experience contributing to documentation, runbooks, or knowledge bases
Experience contributing to or working with open source software
Solid understanding of databases, including SQL concepts, schema design, indexing, transactions, and performance troubleshooting
Experience with at least two of the following: Relational databases (e.g. PostgreSQL, MySQL), Document databases (e.g. MongoDB), Graph databases (e.g. Neo4j), Caching or search systems (e.g. Redis, Elasticsearch), Exposure to distributed data systems (e.g. CockroachDB, Yugabyte, TiDB, Spanner, or sharding approaches)
Ability to debug connectivity, configuration, and deployment issues across cloud-managed and self-hosted environments
Working knowledge of cloud-native infrastructure, including Docker, Kubernetes, CI/CD pipelines, and monitoring/logging
Comfort working with APIs, SDKs, and developer tooling
Familiarity with Linux, networking, and container fundamentals
Fluent written and spoken English
Company
SurrealDB
SurrealDB is the ultimate multi-model database for tomorrow's applications
Founded in 2021
11-50 employees
Funding
Current Stage
Early StageTotal Funding
$26MKey Investors
FirstMark
2024-06-17Series A· $20M
2022-12-07Seed· $6M
Leadership Team
Tobie Morgan Hitchcock
Co-founder and CEO
Recent News
linkedin.com
2026-01-24
2026-01-23
2026-01-23
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