Technical Customer Support Engineer - Remote

Overview

HarperDB is seeking a Technical Customer Support Engineer to serve as the first point of contact for our customers. In this role, you will provide world-class technical support, troubleshoot complex issues, and collaborate with engineering teams to enhance our product.

In Short

• Provide timely, accurate, and empathetic technical support to customers across various industries.
• Troubleshoot and resolve complex technical issues related to HarperDB’s database, caching, application, and streaming capabilities.
• Serve as the technical first responder for critical incidents, analyzing logs and system metrics to identify root causes.
• Triage, prioritize, and document technical issues, escalating when necessary.
• Collaborate with engineering teams to resolve bugs, identify feature requests, and improve overall product performance.
• Contribute to customer-facing documentation, internal knowledge bases, and functional testing.
• Participate in on-call rotations to ensure 24/7 support coverage, including weekend shifts on a rotating basis.
• Write technical documentation, assist with testing, and contribute to technical blogs.

Requirements

• Must reside and work in Romania.
• Minimum of 2+ years as a software developer.
• Minimum of 2+ years in customer support engineering, preferably in a startup environment.
• Strong background in SQL and NoSQL databases.
• Proficiency in troubleshooting database and application performance issues.
• Hands-on coding experience (Node.js, Python, or Go preferred).
• APIs and web services communication protocols and queries (REST, WS, MQTT, GraphQL).
• Web applications authentication and basic security knowledge.
• Infrastructure knowledge, including cloud platforms (AWS, Azure, GCP), containerization (Docker, Kubernetes), and monitoring tools (DataDog, Prometheus/Grafana).
• Experience with customer support tools and ticketing systems.
• Exceptional communication skills, including the ability to convey technical concepts to non-technical users.

Benefits

• Competitive salary in the range of 4500-6700 USD gross pay per month (based on experience).
• Opportunity to work on cutting-edge technology and make a real impact.
• Work in a fast-paced, dynamic, and collaborative environment.
• Be part of a passionate team that is redefining the database landscape.