Neon · 4 hours ago

Technical Support Engineer, Tier 3 (North America)

Seattle, WA

Full-time

Remote

Mid Level

4+ years exp

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Responsibilities

Provide first-line support and troubleshoot any technical problems our users experience (product bugs, performance, recovery, security, and everything in between)

Coordinate root-cause analysis and resolution of high-complexity issues and informally assist peers with technical roadblocks and user escalations

Ensure that users have a positive experience using Neon Postgres. Be an expert on best practices in running Neon Postgres at scale

Listen to Neon users' experience and advocate for users' needs - interfacing with our product and engineer teams on their behalf, championing their short-term issues and long-term needs throughout the organization

Work with APIs, REST payloads, REST endpoints, and Neon 3rd Party Integrations to make recommendations to resolve user issues

Work with engineering and product teams to ensure service levels, support quality, and user satisfaction targets

Collaborate with the technical writer to create technical support manuals and FAQs as well as internal troubleshooting materials

Contribute to internal projects, including software development of support tools for performance, benchmarking, and diagnostics

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Technical SupportCloud ProductsPostgresAPIsRESTNode.jsPythonC#RustGoJavaRelational DatabasesAWSLinux AdministrationDistributed SystemsNetwork AdministrationTechnical DiagnosisData Architecture

Required

Genuine desire to help people

At least 4+ years in a technical support role for cloud products

Experience supporting developer tools

Fluent written and verbal communication skills in English

Good interpersonal communication and customer service skills are needed in order to work successfully with users in high-stress or ambiguous situations

Ability to diagnose and fix technical issues in a timely manner

Ability to follow standard engineering principles and practices

Experience in working with teams across multiple locations

Ability to think on your feet, remain calm under pressure, and solve problems in real-time

Ability to get help from team members when required and the good judgment to know when to seek help

Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment

Demonstrated experience with Applications Support

TCP/IP, TLS, HTTP, REST

Browser/Dev Tools

Proficient in programming in one or more of Node.js, Python, C#, Rust, Go or Java

Experience with running and using a tier-1 relational database (Oracle, MySQL, Postgres, SQL-Server)

Data architecture and design