Support Engineer

2 months ago

Kirkland, United States Firebolt Full time

Who We Are

Firebolt is developed by a global group of data leaders who share a passion for high performance databases and a vision to meet the rising need for instant analytics experiences for data intensive apps. Together, we're building the world's fastest and most efficient cloud data warehouse.


The Team

Firebolt’s Support team is composed of customer-focused engineers who thrive on solving complex problems. Our mission is to assist customers in building exceptional data ecosystems using Firebolt, achieved through proactive support and resolving critical issues. We tackle highly complex problems and work closely with our engineering team to ensure the best solutions for our customers.


The Role

As a Support Engineer at Firebolt, your primary mission is to address and resolve customer requests and issues swiftly and effectively. Your interactions will be diverse, ranging from email and Slack communications to occasional video calls, providing a personal touch where needed.

Your technical acumen will be crucial in identifying, documenting, and reporting bugs, as well as creating and sharing best practices to empower our customers. You’ll be a pivotal player in our Knowledge Community, contributing to a growing repository of resources that help both customers and team members alike.

Our team operates across different time zones, ensuring we provide exceptional, round-the-clock service. You will work full-time and be part of the on-call rotation, ready to tackle critical issues whenever they arise, including weekends, with compensation for on-call hours worked.


What You’ll Do

  • Deliver exceptional customer support through email and chat (Slack)
  • Advocate for our customers internally with empathy across the business
  • Tackle complex customer issues and escalate to Engineers when needed
  • Investigate issues using SQL, logs, and observability tools
  • Publish internal and external best practices and guides
  • Be a founding member of a growing Support team


Requirements

Must Have

  • 3+ years of technical customer-facing experience in data-related products
  • Experience with database/data warehouse implementation and support
  • Intermediate to advanced knowledge of SQL and relational database systems
  • Experience solving complex issues involving diverse components and disciplines
  • Ability to convey complex topics concisely in written communications
  • Proven ability to resolve critical production issues during incidents

Nice to Have

  • Experience working with cloud-based technologies (VMs, proxies, load balancers, etc.)
  • Hands-on experience with APIs and/or SDKs
  • Familiarity with scripting languages (e.g., Python, Bash, Perl)
  • Experience with monitoring and logging tools (e.g., Prometheus, Grafana, ELK stack)
  • Previous experience in a customer-facing technical support role



At Firebolt, we are dedicated to fostering an environment of transparency and fairness in all aspects of our operations, including compensation practices. As part of this commitment, we provide clear visibility into the pay range for each role within our organization.

The pay range listed below reflects the base salary for non-commissionable roles or on-target earnings for commissionable roles. As part of our compensation philosophy, the total compensation package is tailored to each candidate and influenced by factors such as job-related skills, level of experience, relevant certifications, and geographical location, to name a few. Please note that at this time we do not include bonuses as part of our compensation package. To ensure competitive compensation, we review employee compensation on a biannual basis and make adjustments accordingly.


Local Pay Range - 100-150K USD

Local Benefits

  • Paid Time Off
  • Medical, Dental and Vision Insurance
  • FSA Plan
  • 401k Plan
  • Eligibility to enroll in Additional Insurances
  • Bereavement, Parental, Disability and Medical Leave
  • Internet Reimbursement
  • All other benefits required by applicable law

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