Planetscale
Enterprise Support Engineer
5mo ago
USARemotedebuggingtroubleshooting
Handle enterprise customer support and become a subject-matter expert for the PlanetScale database platform.
Responsibilities
- You will advise and handle support requests from enterprise customers on the PlanetScale platform.
- You will become a customer-facing subject-matter expert for enterprise customers on the PlanetScale platform.
- You will identify product gaps in a customer-specific context and work with Technical Account Management, Engineering and Sales Engineering teams to prioritize and escalate them.
- You will be part of an on call rotation for high priority issues.
Requirements
- Experience supporting production databases and applications, preferably at scale.
- Experience with database internals and peformance tuning, specifically for PostgreSQL and MySQL databases
- Working knowledge of Kubernetes.
- Strong ability to communicate and deal directly with customers, whether in email, Slack, video conference, or in person.
Conditions
- An employee's total compensation consists of base salary + variable comp where appropriate + benefits + equity. A member of our Talent Acquisition team will be happy to answer any further questions when we engage with you to begin the interview process.
- Salary range: US $120,000 - $200,000
Other
- PlanetScale is growing rapidly and reinventing the database space. The PlanetScale platform offers both Postgres and Vitess clusters. Vitess, an open-source database clustering system for horizontal scaling of MySQL, enables businesses to efficiently handle large-scale data workloads — without sacrificing developer experience.
- Our customers entrust us with what is often their most precious digital asset, their data, so the stakes couldn't be higher. We're looking for a Software Engineer to join our core engineering team and help us build the next generation of database infrastructure.
- You are comfortable in front of customers, empathetic but understanding when to push back to help customers become successful on their own.
- You have excellent debugging and troubleshooting skills; with a mix of enough experience and intuition to zero in on root-causes for bugs that can leave others stumped.
- You are comfortable stepping outside your comfort zone. Be it delving into unfamiliar code in Vitess, one of its dependencies, or a random MySQL connector, written in a language you may not know (yet!). Working with code as your main source of documentation doesn't fluster you, and you are happy to help add/correct it as necessary where it may be inaccurate.
- You can operate independently, but you know when you are in too deep and need to ask for help.
- You know how to work under pressure in times of urgency. We and our customers both take issues with their data platform seriously.
- Knowledge of common application deployment platforms and frameworks. Eg Python, Go, Node, PHP
- Experience with cloud platforms (AWS, GCP, Azure)
- Knowledge of monitoring, observability, and debugging tools
- Contributions to open-source projects, especially in the database or infrastructure space
- We're redefining how high-growth companies manage data at scale—and we work with some of the most exciting brands in gaming, consumer tech, and B2B SaaS. As a Software Engineer, you'll be at the core of building the platform that powers world-class apps used by hundreds of millions of users worldwide. PlanetScale is a profitable company with a philosophy centered around building small teams of p99 individuals and is recognized as one of the fastest growing companies in America.
- At PlanetScale we believe in supporting people to do their best work and thrive no matter the location. Our mission is to build a diverse, equitable, and inclusive company. We strive to build an inclusive environment where all people feel that they are equally respected and valued, whether they are a candidate or an employee. We welcome applicants of any educational background, gender identity and expression, sexual orientation, religion, ethnicity, age, citizenship, socioeconomic status, disability, pregnancy status, and veteran status.
- If you have a disability, please let us know if there's any way we can make the interview process better for you; we're happy to accommodate!