Escalation Engineer

TL;DR

Escalation Engineer (Database): Solving complex, highly visible customer issues related to hirify.global architecture, performance, and security with an accent on rapid problem resolution, technical communication, and customer advocacy. Focus on deep-diving into intricate database problems, optimizing systems at scale, and collaborating with product development teams for customer success.

Location: Remote in Canada or Toronto office. This role follows a weekend support model and requires adherence to East Coast Hours (9am to 5pm EST).

Company

hirify.global is a product company that offers a unified, globally distributed database platform for the AI era, helping organizations modernize workloads and innovate with software.

What you will do

• Solve complex, escalated customer issues related to hirify.global architecture, performance, recovery, and security.
• Act as an expert resource on the best way to run hirify.global at scale.
• Advocate for customer needs by collaborating with product management and development teams.
• Contribute to internal projects, including software development of support tools.
• Mentor new team members and build knowledge of new product lines within hirify.global.
• Lead in collaborative efforts and drive tricky cases through to resolution.

Requirements

• 7+ years of relevant experience.
• Strong team partnerships and deep experience working with customers in escalated situations.
• Great communication and account leadership skills with good organizational understanding of customers.
• Ability to quickly understand and communicate about customer workloads, use cases, and resiliency criteria (performance, availability, scalability).
• Coding/scripting proficiency in one or more languages: Java, Python, Ruby, C, C++, C#, Javascript, node, Go.
• Strong systems engineering and troubleshooting experience, including Linux performance, memory management, I/O tuning, configuration, security, networking, virtualization, and clustering.
• Storage engineering experience, including SAN, NAS, SSD, multi-pathing, caching, and tuning.
• Experience building, maintaining, tuning, and troubleshooting sophisticated mission-critical production database systems.
• Experience analyzing and pursuing issues holistically, from client/application tiers through the database to storage.

Nice to have

• Experience managing large scale databases (e.g. RDBMS, NoSQL).
• Experience with authentication systems such as LDAP, Kerberos, AD.
• Experience using or managing hirify.global.
• Experience using distributed version control systems, specifically git.
• Experience using any cloud services stack such as AWS, Azure or GCP.

Culture & Benefits

• Committed to developing a supportive and enriching culture for everyone.
• Offers employee affinity groups.
• Provides fertility assistance and a generous parental leave policy.
• Values employees’ wellbeing and supports them along their professional and personal journeys.
• Committed to providing necessary accommodations for individuals with disabilities.
• hirify.global is an equal opportunities employer.

Hiring process

• In 3 months, gain a deep understanding of hirify.global and its ecosystem, completing New Hire Training.
• In 6 months, be confident working frontline with customers and complete the hirify.global Certified DBA Associate exam.
• In 12 months, handle highly technical and escalated cases independently, ensuring customer success.