Categorydefining work.

Lots of tech companies disrupt. But many fail when they try to scale. Were different. CockroachDB makes it easier for companies to build and scale apps. This is how and why were helping some of the most innovative companies on the planet. We tackle problems headon and focus on solutions that create lasting impact.

Because when our customers win we all win.

The Role

Were looking for an Escalation Engineer to join our Technical Support Department at Cockroach Labs in the APAC region. This role involves providing advanced technical support to customers and internal teams acting as a point of escalation for the Technical Support team and driving issue resolution through crossdepartment collaborations. As an Escalation Engineer you will be involved in resolving the most challenging issues raised to Cockroach Labs Technical Support by serving as an escalation point to review assist with or take over issues that require additional expertise or oversight. You are expected to operate with a high level of autonomy and play a critical role in resolving complex technical issues in a timely and efficient manner.

You Will

• Provide advanced support to customers and frontline technical support engineers to diagnose troubleshoot and resolve complex issues via CRM Slack Video Chat and/or remote access.
• Act as a point of escalation for tickets with no clear path to resolution where the Technical Support Team has exhausted available tools and processes.
• Identify when a ticket or account requires additional support and act proactively to course correct.
• Perform advanced problem analysis and resolve issues without instruction from team leads and/or management.
• Evaluate how escalated issues could have been avoided and work to improve process tooling and observability as required.
• Provide training and mentorship to junior support staff sharing knowledge and expertise to help them handle complex issues more effectively.
• Maintain detailed and accurate documentation of ongoing cases including steps taken findings and proposed solutions.
• Actively participate in discussions and initiatives aimed at improving support processes and tooling reducing the frequency of escalations and enhancing the overall customer experience and reducing time to resolution.
• Advocate for the customer within the organization ensuring that their concerns are understood and addressed appropriately.
• Participate in oncall and shift rotations with transfer of cases to other geographic regions in a follow the sun methodology.
• Stay updated on new features technologies and best practices related to the products or services supported.

The Expectations

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. We will provide a selfguided onboarding platform that contains reading material and handson material to familiarize yourself with the responsibilities of the role.

After 3 months youll be fully integrated into the team and will be familiar with the various systems we use. Youll be able to manage most issues from customers and will be able to contribute to improving the scope and quality of our offerings. As our team and your expertise grow youll begin mentoring and training new members of the team developing and updating training and documentation to ensure that knowledge is not lost.

You Have

• 7 years of experience working in Technical Support or a similar technical role at a software company.
• Strong knowledge of databases and all related systems and the ability to read and write SQL
• Knowledge of distributed systems Linux and an understanding of software development.
• Proficiency in troubleshooting techniques and problemsolving in a global 24x7x365 environment.
• A passion for working with users directly and knowing how to adjust the tone and content of a message so its well received.
• Strong analytical and problemsolving skills with the ability to conduct thorough investigations and root cause analysis.
• An approach to critical thinking that defaults to a clientcentric approach.
• Excellent verbal and written communication skills with the ability to convey complex information clearly to both technical and nontechnical stakeholders.
• Excitement about working with a growing list of Enterprise customers and can provide the polish expected by Fortune 500 companies.
• Familiarity with or are willing to learn about the various technologies that make enterprise applications function.
• The ability to absorb information. You love getting into the weeds technically but dont let that distract you from achieving your goals.
• The ability to participate in a weekend oncall rotation.

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 .

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 weve 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.

Benefits

• Medical Insurance
• Flexible Time Off
• Paid Parental Leave
• Mental Wellbeing Benefits
• And more!