Category-defining -defining 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 head-on and focus on solutions that create lasting impact.

Because when our customers win we all win.

The Role

Were looking for a Senior Technical Support Engineer to help us make CockroachDB easy for our customers.Youll be joining a team and organization where you will be challenged but also will witness your contributions to Cockroach Labs. While location for the role is flexible you must be located on the West Coast to qualify for this position and will work Pacific Time Zone hours.

You Will:

• 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 youve 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.

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 self-guided onboarding platform that contains reading material and hands-on material to familiarize yourself with the responsibilities of the role.

In your first 60 days 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 expertisegrowyoullbegin mentoring and training new members of the team developing and updating training and documentation to ensure that knowledge is not lost.

You Have

• 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 its 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 dont let that distract you from achieving your goals.
• The ability to participate in a weekend on-call 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

• Stock Options
• Medical Insurance
• Vision Insurance
• Dental Insurance
• Life and Disability Insurance
• Professional Development Funds
• Flexible Time Off
• Paid Holidays
• Paid Sick Days
• Paid Parental Leave
• Retirement Benefits
• Mental Wellbeing Benefits
• And more!

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