Support Engineer

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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 help developers, builders, and creators bring their ideas to life with speed and simplicity, by providing a cloud data platform that makes open‑source databases, search, streaming, and application infrastructure easily accessible to everyone.

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, Kafka, Open Search, Cassandra, and Grafana
• Troubleshoot complex issues, especially in Linux environments, public clouds (AWS, Google Cloud, 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 to expedite the resolution process ensuring optimal customer outcomes
• Collaborate with cross‑functional teams, including Documentation, Product, Sales, and Engineering
• Engage with customers and teams via various channels, working collaboratively via ticketing system, email, chat and occasionally by phone or remote sessions to diagnose and resolve customer issues
• Mentor and be mentored, sharing your knowledge and experience to help them grow and succeed

• 4‑7 years of experience as a Support Engineer, Tester or Specialist at a SaaS or software company and/or experience with open‑source databases and technologies such as Postgre
  
  SQL, MySQL, Redis, Kafka, Open Search, Cassandra, and Grafana
• Strong Linux and networking skills as an administrator or support engineer
• Excellent communication skills, with the ability to connect with users, adjust tone and deliver personalized support
• Critical thinking that prioritizes client needs and perspectives
• Strong written and verbal communication skills, with the ability to clearly articulate root cause analysis to diverse stakeholders
• Knowledge of distributed systems and the ability to read and write SQL
• Previous use of Zendesk, Slack, Service Cloud, Google, Jira, Intercom, and/or Git Hub
• Experience in public clouds (AWS, Google Cloud, Azure) across compute, storage, networking, and security
• A take‑charge attitude, technically curious, detail‑driven, yet goal‑oriented and focused on delivering results
• The ability to participate in a weekend on‑call rotation

• Experience as a developer or support engineer with at least one of the following products:
  Apache Kafka, Postgre
  
  SQL, MySQL, Open Search, and/or Elasticsearch
• 1+ years of experience as a developer, site reliability engineer, or Dev Ops…