When something is broken, do you want to figure out why? When you figure out why, do you explain the process to your friends? Join our growing support team to level up on cutting-edge technology, Golang, SaaS operations, and to collaborate with our wide range of customers and partners.
As a Support Engineer, you'll respond to support questions from our range of customers, collaborate with the developers and product teams on characterizing, reproducing, and fixing issues, host webinars, and work with our open-source community on GitHub and elsewhere. You will be a key part of our 24/7 support presence by partnering with our on-prem customers and SaaS users. You'll be supporting users at Fortune 50 enterprises, fledgling startups, established startups, academic researchers, and government projects. Our customers come from many fields, including industrial automation, high frequency trading, consumer retail, online gaming, and energy management. We're looking for candidates who value continual improvement, building tools, and venturing into the unknown. The Support team is a good home for people who leave things better than they found them. We are people who say "I'll learn!" rather than "I don't know." You'll need to be open to experimenting, which means that sometimes you will fail. (That's okay -- every mistake is also a lesson.) You'll need the persistence to find a solution without a flowchart laying out the entire process. You'll need the maturity and experience to work without direct oversight much of the day and with colleagues distributed around the globe. Being empathic, supportive, and self-aware are key to your success.
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What you'll be doing
- Demonstrate ownership, follow-through with customers and drive issues to resolution
- Reproduce customer issues and test new product functionality
- Partner with customers to achieve their desired goals by illustrating best practices
- Adhere to contractual SLAs for responsiveness
- Update and extend documentation
- Participate in on-call rotation for the SaaS product with rest of the team
- Enhance our InfluxDB Cloud offering using automation and monitoring tools
- Develop solutions using SQL, Python, and Golang
- Communicate recurring issues, challenges, and roadblocks with fellow team members
and products
- Experience in a customer-facing position as a front-line engineer/technical support engineer
- Excellent written and verbal English communication skills
- Empathy for people facing technical challenges
- 5+ years of technical work experience: technical support, development, engineering, etc.
- Profound knowledge in database concepts, automation, monitoring, templating, APIs, and Linux based CLIs
- Knowledge of Networking and HTTP(S)d
- Expertise in at least in one of the following: SQL, Python+NumPy/SciPy, R, Matlab, Haskell
- Proficiency integrating with AWS, Azure, GCP, and their associated Kubernates environments.
- Exposure to AWS Lambda (or equivalent), RDS, S3 (or equivalent)
- Advanced data manipulation skillset in Parquet, JSON, and CSV formats
- Familiarity with system monitoring tools and practices (Nagios, Zabbix, Zenoss, Sensu, etc.)
- Git or other version control systems experience
Bonus Points
- Software development experience, particularly Golang, Rust or Apache Arrow
- Fluency with queuing (Kafka, Rabbit MQ, MQ Series, etc.)
- Competence in working with time-series data tools
- Professional Services or Training experience
- Multi-lingual