Support Engineer

TL;DR

Support Engineer (Databases/Linux/Networking): Providing expert-level support to Enterprise developers, solving complex technical issues, and troubleshooting in Linux environments and public clouds. Focus on open-source databases (PostgreSQL, MySQL, Redis) and technologies like Kafka, OpenSearch, Cassandra, Grafana, ensuring optimal customer outcomes through research, collaboration, and process improvement.

Company

hirify.global helps 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.

What you will do

• Deliver exceptional customer service within SLAs and develop deep expertise in the hirify.global Platform and hirify.global Services.
• Troubleshoot complex issues in Linux environments and public clouds (AWS, Google or Azure) across compute, storage, networking, and security.
• Identify trends in customer feedback, suggest improvements, and help evolve support processes and tooling.
• Create and refine Runbooks and Playbooks to streamline future resolution processes and foster knowledge sharing.
• Collaborate with cross-functional teams, including Documentation, Product, Sales, and Engineering.
• Mentor and be mentored, sharing knowledge and experience to help others grow and succeed.

Requirements

• 4-7 years of experience working as Support Engineer/Testing/Specialist at a SaaS or software company.
• Strong Linux and Networking skills as an administrator or Support Engineer.
• Excellent communication skills, with the ability to connect with users and deliver personalized support.
• 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.
• Experience in public clouds (AWS, Google, Azure) across compute, storage, networking, and security.
• The ability to participate in a weekend on-call rotation.

Nice to have

• Experience as a developer or Support engineer with Apache Kafka, PostgreSQL, MySQL, Opensearch and/or Elasticsearch.
• 1+ years of experience as a developer, site reliability engineer, or devops engineer.
• Open source contributions (code, bug reports, community support, documentation).

Culture & Benefits

• Participate in hirify.global’s equity plan.
• Balance work and life with our hybrid work policy.
• Choose the equipment you need to set yourself up for success.
• Use your Professional Development Plan budget for learning opportunities.
• Receive holistic wellbeing support through our global Employee Assistance Program.
• Inquire about our Global Time Off Commitment (Parental and Sick Leave, as well as Personal Time).