Technical Support Engineer

2 weeks ago

Santa Clara, United States Couchbase Full time

The Cloud Support Engineer is the most critical role at Couchbase. You will be the face of the company externally when discussing solutions, building relationships with our customers, and providing valuable feedback internally to our engineering teams to help improve our products and services. You’ll be joining a team and company where you will be challenged, but also grow and be recognized as a champion with your contributions to Couchbase.

What You’ll Do:

Troubleshoot and solve customer issues on their deployments (on-prem and cloud)

Support cloud deployments including monitoring and answering customer inquiries

Engage with customers via multiple channels (ticketing system, and screen sharing tools) to identify and resolve technical support requests while continuing to educate our clients on the use of the product

Reproduce technical issues and dive into On-Prem Enterprise and Cloud Capella platform

Become demo certified and lead a three-pillar demo to customers

Participate in product conversations with internal teams based on feedback from client interactions

Identify and write internal and external technical articles, like typical troubleshooting steps, workarounds, or best practices

Train as a highly knowledgeable specialist in one or more Couchbase component area(s)

We expect anyone based in Santa Clara, CA to be in the office a majority of the week.

Who You Are:

Experienced in multi-channel technical support (2+ years of related experience)

Experienced using Zendesk, Jira, Confluence, or similar software

An engineer with previous technical troubleshooting and/or programming experience

Solid knowledge of Unix and Network protocols and standards (HTTP, TLS, DNS, etc)

Strong understanding and experience with at least one cloud environment such as Amazon Web Services, Google Cloud, and/or Microsoft Azure

Experience working with NoSQL databases

Experience using Kubernetes and Docker is a plus

Experience with alerting and monitoring tools.

Self-motivated, detail-attentive, and have a desire for continuous learning

A critical thinker who defaults to a client-centric approach

An effective written and verbal communicator

Able to work a rotating schedule that requires weekend availability

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