Senior Technical Support Engineer

Description:

We're looking for a Senior Technical Support Engineer to help us make CockroachDB easy for our customers. You’ll be joining a team and organization where you will be challenged, but also will witness your contributions to Cockroach Labs. While this will be a remote role, you must be based in the London, UK area to be eligible for this role.

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 you’ve 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.