Support Engineer

Position Overview

Our customers use Single Store to push the boundaries of data every day. To support them, our Support Engineering Team delivers technical expertise on front‑line customer issues, diving into database internals, memory allocators, Linux host configurations, and SQL query behavior. Support Engineers continually learn new systems and technical concepts, thriving on complex challenges and collaborating across product, infrastructure, and query performance teams.

• Working hours: 8:00 AM – 6:00 PM ET
• Weekend support role with a 4‑day week, scheduled Thursday through Sunday.
• Four 10‑hour shifts per week.
• Monday, Tuesday, and Wednesday are days off.
• On‑call rotation participation is required, which may include weekends and holidays.

• Provide email and live technical support to enterprise customers, acting as the first line of defense for complex technical issues, bug diagnosis, or critical outages.
• Identify and reproduce product issues, perform QA, and submit formal bug reports or feature requests to the appropriate Engineering team.
• Collaborate closely with software developers, sales engineers, and technical account managers to keep all teams up to date with current customer issues.
• Streamline and improve support and engineering processes and tools, author new internal run‑books or public documentation, and help the team continually improve efficiency and effectiveness.
• Ensure customers have a positive support experience during every interaction.

• 4+ years of advanced customer‑facing technical support experience.
• Experience with MySQL or MySQL‑like databases (MariaDB, Aurora, etc.) and SQL query optimization.
• Solid sysadmin/QA/testing skill set, comfortable with Linux, system I/O, network throughput, and large log files. Familiarity with Kubernetes and past testing/QA experience.
• Experience with a scripting or coding language (Python, Bash, or Go) for quick and dirty problem‑solving.
• Familiarity with distributed systems and AWS/GCP, with the ability to analyze performance bottlenecks and remove single points of failure.
• Strong written and verbal English communication skills, capable of explaining technical concepts to diverse end users.

Single Store delivers the cloud‑native distributed SQL database that unifies transactions and analytics, empowering digital leaders to provide real‑time data experiences worldwide.

Consistent with our commitment to diversity & inclusion, we value individuals who work effectively on diverse teams and with a diverse range of people.

We do not discriminate on the basis of any protected group status under any applicable law and are committed to equal employment opportunity for all applicants.