Technical Support Engineer

Don’t let the quirky name fool you! We’re on a mission to radically transform the data analyst user experience. We empower and delight analysts using a novel cloud architecture built on top of DuckDB, an open source foundation with a vibrant community. Our team is a diverse mix of passionate, collaborative and empathetic data industry veterans from Google, Amazon, Meta, Snowflake, Looker, Single Store, Databricks, and the like.

We are seeking a highly motivated and skilled Support Engineer to join our dynamic team  ideal candidate will be proficient in SQL, possess a deep understanding of databases, networking, and data engineering, and have strong troubleshooting skills. This role requires high customer empathy and the ability to effectively communicate technical solutions to both technical and non-technical audiences. As a Support Engineer, you will play a critical role in helping our customers resolve technical challenges and ensuring a seamless user experience with Mother Duck's data platform solutions.

This role is based in our Amsterdam office.

Key Responsibilities:

• SQL Expertise: Use SQL to query, troubleshoot, and optimize database performance, providing insights and resolutions to customer data-related issues.

• Technical Troubleshooting: Diagnose, analyze, and resolve complex customer issues related to our software, database, and networking environments.

• Customer Support: Provide exceptional support to Mother Duck customers by understanding their challenges, effectively communicating solutions, and ensuring issues are resolved promptly.

• Networking Knowledge: Assist customers in identifying and troubleshooting network-related issues, including connectivity problems, configurations, and protocols.

• Data Engineering Understanding: Collaborate with internal teams and customers to troubleshoot data pipelines, ETL processes, and integrations with data platforms.

• Incident Management: Manage technical incidents from initial reporting through to resolution, ensuring proper documentation and communication at each step.

• Collaboration: Work closely with the engineering, product, and customer success teams to ensure customer issues are properly prioritized and resolved.

• Knowledge Base Contribution: Contribute to internal and external documentation, including FAQs, troubleshooting guides, and best practices to enhance customer self-service.

• Continuous Improvement: Identify opportunities for process improvements to increase the efficiency and effectiveness of the support function.

What you bring

• Experience as a Support Engineer or similar role.

• Bachelor's degree in Computer Science, Information Systems, Informatics, a related field preferred or equivalent professional experience.

• Excellent communication skills with a customer-first mindset, able to explain complex technical issues to non-technical users with patience and clarity.

• Demonstrated ability to write, understand, and optimize SQL queries to troubleshoot and resolve database issues.

• Proven ability to identify, diagnose, and resolve technical issues with a high level of customer empathy.

• Technical Knowledge:

  • Solid understanding of networking protocols, IP addressing, DNS, and general networking concepts.

  • Familiarity with databases (e.g., MySQL, Postgre
    
    SQL) and data engineering concepts (ETL pipelines, data warehousing).

  • Familiarity with scripting languages (Python, NodeJS, Java) to automate troubleshooting tasks.

  • Experience with data engineering tools like dbt, Airflow, Spark or similar platforms.

• Experience with support ticketing systems, remote troubleshooting tools, and monitoring platforms.

• Analytical mindset with a focus on identifying root causes and preventing future issues.

• Collaborative attitude, able to work across teams to solve customer challenges efficiently.

• “They just saved my launch – I had no idea who to turn to, and they walked me through it like a pro.”

• “Every time I talk to them, I leave smarter. It’s like having a database therapist on call.”

• “I’ve never seen someone turn a gnarly SQL problem into such a clean solution, and still make me laugh along the…