Support Specialist

2 weeks ago


Kirkland, Washington, United States Firebolt Full time
About the Role

Firebolt is seeking a highly skilled Support Engineer to join our global team. As a Support Engineer, you will play a critical role in assisting customers in building exceptional data ecosystems using Firebolt.

Our Support team is composed of customer-focused engineers who thrive on solving complex problems. We tackle highly complex issues and work closely with our engineering team to ensure the best solutions for our customers.

Key Responsibilities
  • 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
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
What We Offer

At Firebolt, we offer a competitive compensation package, including a local pay range of $100-150K USD, as well as a range of benefits, including paid time off, medical, dental, and vision insurance, FSA plan, 401k plan, and more.


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