Sr. Technical Support Engineer

Category-defining tech. Career-defining work. Lots of tech companies disrupt. But, many fail when they try to scale. We're different. CockroachDB makes it easier for companies to build and scale apps. This is how and why we're helping some of the most innovative companies on the planet. We tackle problems head-on and focus on solutions that create lasting impact. Because when our customers win, we all win. The Role We're looking for a Senior Technical Support Engineer to help us make CockroachDB easy for our customers. You’ll be joining a team and organization where you will be challenged, but also will witness your contributions to Cockroach Labs. While this will be a remote role, you must be based in Bangalore to be eligible for this role. You Will Provide extraordinary service for both our Self-Service and Enterprise customers. Support customers on our various deployment models (Self Hosted, CockroachDB Dedicated and Serverless). Develop deep technical expertise in CockroachDB and accompanying technologies. Recognize patterns among customer issues and suggest ways to improve our product and offerings. Partner with our Documentation, Product, Sales, and Engineering teams to guide those improvements. Help develop and iterate on our support processes, tooling and systems. Develop Runbooks & Playbooks for issues you’ve encountered that could reduce time to resolution in the future. Participate in our Follow-The-Sun model to ensure work continuity beyond your shift for priority tickets. Reproduce technical issues and work with Engineering to resolve them on behalf of our customers. The Expectations In your first 30 days, you will have developed enough expertise to begin assisting users directly. During this time, you will familiarize yourself with CockroachDB, our customers, and our company. We will provide a self-guided onboarding platform that contains reading material and hands-on material to familiarize yourself with the responsibilities of the role. After 3 months, you'll be fully integrated into the team and will be familiar with the various systems we use. You'll be able to manage most issues from customers and will be able to contribute to improving the scope and quality of our offerings. As our team and your expertise grow, you’ll begin mentoring and training new members of the team, developing and updating training and documentation to ensure that knowledge is not lost. You Have 5-8 years of experience working in Technical Support at a software company. Knowledge of distributed systems, Linux, and the ability to read and write SQL. Experience using Zendesk, Jira, Confluence, or similar software. A passion for working with users directly and knowing how to adjust the tone and content of a message so it's well received. An approach to critical thinking that defaults to a client-centric approach. Effective written and verbal communication skills including the ability to provide root cause analysis to various stakeholders. Excitement about working with a growing list of Enterprise customers and can provide the polish expected by Fortune 500 companies. A take-charge attitude where you can anticipate issues and ensure resolution to technical issues that come your way. Familiarity with, or are willing to learn about, the various technologies that make enterprise applications function. Comfort using AI tools to draft and refine technical responses - getting to a high-quality, client-ready answer faster without sacrificing accuracy. A willingness to experiment with AI to augment your workflow from ticket summarization to troubleshooting research and share what works with the team. Experience creating order out of chaos. The ability to absorb information. You love getting into the weeds technically, but don't let that distract you from achieving your goals. The ability to participate in a weekend on-call rotation. Cockroach Labs is proud to be an Equal Opportunity Employer building a diverse and inclusive workforce. If you need additional accommodations to feel comfortable during your interview process, please email us at accessibility@cockroachlabs.com. Cockroach Labs has a hybrid work model, with Roachers that are local to one of our offices coming in on Mondays, Tuesdays, and Thursdays and working flexibly the rest of the week. While we’ve learned valuable lessons working remotely, nothing can replace the connection, creativity, and fun that occurs when Roachers get together and we are committed to fostering a workplace that encourages collaboration and allows us all to do our best work. Benefits Medical Insurance Flexible Time Off Paid Parental Leave Mental Wellbeing Benefits Internet Reimbursement Wellness Allowance Food Allowance Office Commute Reimbursement And more! #LI-Remote