Senior Support Engineer (Remote work available)

Sydney, New South Wales, Australia - Remote

Full Time Mid-level / Intermediate
Aiven logo

Aiven

Aiven's fully managed, open source cloud data platform lets you create the data pipelines you always dreamed of – in under 10 minutes. On all major clouds everywhere.

View all employer listings

Apply now Apply later

Aiven’s exceptional growth is testament to our ambition in becoming the global category leader in managed cloud data infrastructure. Since its inception six years ago, Aiven’s mission has been to enable customers to drive business results from open source that trigger meaningful transformations for their businesses. We love to operate our favorite tools at scale and empower our customers to do great work. Aiven now has clients on every continent and in over 70 countries globally.

Headquartered in Helsinki with hubs in Berlin, Boston, Sydney, Singapore and Toronto, Aiven provides managed open-source data technologies, such as PostgreSQL, Apache Kafka and M3, on all major clouds. We have raised Series C funding totaling $160M and are backed by world-class investors including Atomico, IVP and Earlybird Venture Capital, among others. With a recent valuation of $2B, we have become one of the tech world’s most recent unicorns!

We take pride in how we’ve grown, and the positive and passionate working environment we’ve created makes us really excited about what we can achieve in the future. We live our values of openness and ownership every day, and ensure you’ll feel empowered to contribute creatively and meaningfully.

At Aiven we value and celebrate the diversity of our people. We recognize the many benefits of a diverse workforce and strive for an inclusive workplace that empowers all our colleagues to thrive. Our search for the best talent fully encompasses and embraces these values and principles.

About the Support Engineer

Support Engineers at Aiven love interacting directly with customers and are interested in solving technical problems. From triaging database performance degradation, researching logs, to helping customers migrate their data to the Aiven platform, we provide an expert level of care and support to customers.

Our customers are primarily developers with a good understanding of technology, and we are tightly integrated with Product Development, Ops, and SRE teams. Depending on your interests, you can also participate in new feature development (we love Python), as well as improve our automation tooling. In Support, we love building technology to automate our repetitive tasks.

You will fit well as a Support Engineer if you are curious, not afraid of asking questions, patient, friendly, respectful and practice empathy in all your interactions with customers and team members.

What you'll be doing

  • Ensure all customer cases are responded to within the SLAs, and that support requests are handled promptly, and in a professional and helpful manner
  • Work with complex, open-source databases such as PostgreSQL, MySQL, InfluxDB, Redis, as well as other technologies like Kafka, Elasticsearch, Cassandra and Grafana, deployed across multiple cloud providers (AWS, Google Cloud, Azure and others)
  • Engage directly with customers and partners, working collaboratively via ticketing system, email, chat and occasionally by phone or remote sessions to diagnose and resolve customer issues.
  • Troubleshoot and root-cause technical issues with help from the product, SRE and operations teams
  • Research, reproduce and report product malfunctions
  • Maintain internal and external product knowledge bases
  • Provide feedback to Aiven sales and product development teams
  • Develop internal dashboards, APIs and CLIs to improve our customers’ support experience
  • Participate in an on-call rotation for our products
  • Mentor and be mentored, based on your experience level
  • Participate in an on-call rotation for our products

Requirements

  • Interest in learning and mastering the Aiven platform and the products we offer
  • Experience supporting enterprise customers. Bonus if you are coming from a SaaS model
  • At least intermediate-level Linux and networking knowledge and experience (we use Fedora as our work desktop environment and the Linux command line is our best friend)
  • Solid background in software engineering, having worked as a software engineer in the past and you enjoy spending time supporting customers. We use Python as our main dev language.
  • Experience with at least one public cloud such as: AWS, Google Cloud, Azure Cloud
  • Excellent communication skills - clear, concise and effective communication with customers and colleagues

Nice to have

  • Experience as a developer or support engineer with at least one of the following products: Apache Kafka, PostgreSQL, MySQL, Grafana, Redis and 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)
  • Previous use of Slack, ServiceCloud, Google, Jira, Asana, and/or Github
  • Customer support: triage, driving support cases to closure, escalation to other teams
  • Work with complex open source databases such as PostgreSQL, MySQL, InfluxDB, Redis, as well as other open source data technologies like Kafka, Elasticsearch, Cassandra and Grafana
  • Troubleshoot and resolve technical issues with help from the product and operations teams
  • Maintaining internal and external product knowledge bases
  • Provide feedback to Aiven sales and product development teams
  • Develop internal tools to improve our customer support experience

Benefits

We are proud of our organisation culture—we search for the most pragmatic solution in everything we do and cultivate a trusting, supportive environment that empowers everyone to strive for excellence. Besides our people and culture, we offer you:

  • A dynamic startup environment with a rapidly growing, international business
  • Highly experienced colleagues
  • Lots of space and freedom to be yourself and act as an owner
  • Participation in employee stock option plan
  • Comprehensive Benefits program including private Medical, Dental and Vision coverage
  • Mobile phone and subscription
  • Flexible working hours
  • Office snacks, soft drinks, treats and fruits if you want to work from one of our offices

You will be part of a highly-skilled, tight-knit and growing diverse team, making your contribution essential to what is becoming a truly unique success story. If you’re interested, send us your application.


Aiven provides equal employment opportunities to all employees and applicants for employment without regard to age, gender identity, national or ethnic origin, religion, sexual orientation, physical and mental ability, marital and family status or without regard to any other similar personal attributes.

Aiven complies with applicable local laws governing non-discrimination in employment in every location in which the company operates. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, transfer, leaves of absence, compensation, training and any other terms and conditions related to employment.

Tags: APIs AWS Azure DevOps GitHub Jira Kafka Linux Mentor Mobile MySQL Open Source PostgreSQL Python Recruiting Redis Research SaaS Slack SRE Training

Perks/benefits: Career development Equity Flex hours Health care Salary bonus Startup environment

Region: Asia/Pacific
Job stats:  4  0  0
Categories: Dev Jobs Support Jobs
  • Share this job via
  • or

Other jobs like this

Explore more Remote Work and WFH career opportunities

Find open roles in Engineering, Design, Data, Marketing, Sales, Operations, Support and more, filtered by job title or popular skill, toolset and products used.