Support Engineer

We’re a global team of over 400 people, working together to push the boundaries of open‑source technology and multi‑cloud solutions. Our vision is to become the trusted Data & AI Platform for everyone, leveraging the most popular open‑source technologies like Apache Kafka®, Aiven for Postgre

SQL®, Aiven for Clickhouse®, and Aiven for Open Search®. to help companies accelerate time‑to‑market, drive efficiency, and build innovative solutions across any cloud. Right now, we’re looking for a Support Engineer to join our team who shares our passion for forward‑thinking and innovative approaches.

About this team

Our Customer Growth team plays a crucial role in our growth and profitability. We want to be the trusted data source data platform for everyone – which, let’s face it, is an ambitious target. But thanks to our dedicated sales, pre‑sales, and post‑sales teams we are growing fast. Right now, we are looking for a Support Engineer.

Our support team thrives on tackling complex challenges with technical brilliance and a customer‑first mindset, guided by a spirit of ownership and collaboration

Who we are

So, how do we become the trusted open source data platform for everyone? By listening closely to our customers and taking action to ensure they achieve their business goals. You see, the software we create is merely a means of delivering value. Our thinking is customer‑first. That’s why our customers are at the front and center of all we do. And in the spirit of sideways thinking, we’re by their side as well.

Actively helping them solve their challenges. Collaborating. Sharing. And innovating. In other words, it really isn’t just about who we are. It’s about who our customers are – and where they want to be.

Our Values

Aiveners use the V2

MOM framework to set and align on business goals. In order to achieve those business goals we live by our values which unite us in our ways of working, globally.

These values are embedded in our business processes and support us in collaborating and role modelling positive and productive behaviours in our daily work, something you will have the opportunity to demonstrate throughout your interview journey with us.

Support Engineers at Aiven bring their experience to interact directly with customers and solve complex technical problems. Building on their 4‑7 years of hands‑on experience, they excel in tasks ranging from triaging database performance degradation to troubleshooting network issues and supporting customers in migrating their data to the Aiven platform. Our Support Engineers provide an expert level of care and support to customers, leveraging their deep knowledge of the technologies and environments they have been working with.

Our customers are primarily Enterprise developers with a solid understanding of technology, and we work closely with Product Development, Ops, and SRE teams. Depending on your interests, you can also participate in new feature development (we love Python) and contribute to improving our automation tooling. In Support, we value building technology to automate repetitive tasks, and our Senior Engineers often lead these initiatives.

You will fit well as a Support Engineer if you are curious, unafraid of asking questions, patient, friendly, respectful, and practice empathy in all your interactions with customers and team members.

• Deliver exceptional customer service within SLAs
• Develop deep expertise in our Aiven Platform and Aiven Services
• Apply your experience with open‑source databases and technologies such as Postgre
  
  SQL, MySQL, Redis, and/or other technologies like Kafka, Open Search, Cassandra, and Grafana
• Troubleshoot complex issues, especially in Linux environments, public clouds (AWS, Google or Azure) and in the areas of compute, storage – block and object, networking, and security groups
• Identify trends in customer feedback, report and suggest improvements
• Help evolve and develop our support processes and tooling
• Create and refine Runbooks and Playbooks from previously encountered issues, streamlining future resolution processes and fostering knowledge sharing
• Research and report product malfunctions in order to…