Software Engineer Customer Support

About this role

MariaDB is making a big impact on the world. Whether you’re checking your bank account, buying a coffee, shopping online, making a phone call, listening to music, taking out a loan or ordering takeout – MariaDB is the backbone of applications used everyday. Companies small and large, including 75% of the Fortune 500, run MariaDB, touching the lives of billions of people. With massive reach through Linux distributions, enterprise deployments and public clouds, MariaDB is uniquely positioned as the leading database for modern application development. MariaDB now includes GridGain, a leader in in-memory computing, extending MariaDB to handle the extreme-velocity data requirements of autonomous AI agents.

ABOUT THE ROLE

Frontline Support is the initial point of technical contact for customer issues. It emphasizes rapid triage, clear and consistent communication, and adherence to established support processes. The function focuses on resolving known or complex issues directly, identifying when to escalate, and maintaining customer satisfaction through responsiveness, accuracy, and follow-through. Frontline engineers are accountable for SLA adherence, customer communication, and creating a smooth handoff experience when exclusive and prioritized deep investigation is needed.

TECHNICAL KNOWLEDGE & SKILLS

• Distributed Systems Development: Builds asynchronous distributed apps with JMM expertise.

• Application of Principles: Independently applies theories and concepts.

• Containerization & Orchestration: Understands Docker and Kubernetes basics.

• JVM Tuning: Skilled in tuning JVM GC and memory allocation.

• JVM Troubleshooting: Proficient in GC analysis and memory debugging.

• JVM Optimization: Experienced in heap management and thread dumps.

CUSTOMER FOCUS:
Anticipates internal and external customer needs and delivers on all customer commitments.
Always prioritizes the customer’s problem and exceeds all standard procedures to fulfill customer requirements.

COMMUNICATION SKILLS:
Knows when to provide status and what level of detail.
Able to effectively communicate with various levels of management through the Director level.
Participate in customer conference calls and represent GridGain as a technical expert.

PROCESS EXECUTION:
Executes processes independently to meet customer SLAs, with minimal guidance reliably.
Proactively identifies issues early and escalates them to both technical and customer-facing management.
Suggests minor improvements to existing processes based on frequent case encounters.
Analyzes patterns in issues to provide insights that help streamline escalations and reduce repeat issues.

PLANNING, SELF ORGANIZATON & AUTONOMY:
Plans and organizes related tasks independently to meet interdependent goals, with occasional direction from leadership.
Sets personal priorities to align with broader team objectives, adapting when new tasks or requests arise.
Anticipates potential obstacles and proactively communicates with team members to ensure successful task completion.

PROBLEM SOLVING:
Develops solutions to moderately complex problems with minimal guidance, drawing on knowledge of standard processes and prior experiences.
Analyzes recurring issues, identifying patterns and suggesting improvements where possible.
Proactively escalates challenging cases, providing initial diagnostic insights to streamline higher-level troubleshooting.

• TEAM WORK & MENTORING:
Contributes effectively to team initiatives, showing awareness of both individual roles and team goals within established standards.
Supports team members on moderately complex tasks, offering guidance to peers while respecting their autonomy and viewpoints.
Introduces new ideas or methods that enhance team performance and align with organizational processes, showing initiative in improving collaboration.

• EDUCATION & EXPERIENCE:
BS degree with 3+ years of experience, or MS degree with 1+ years of experience, or industry equivalent experience

EXPERIENCE / SKILLS

• Experience supporting or troubleshooting distributed systems, enterprise platforms, or high-availability applications

• Strong understanding of Java, JVM internals, multithreading, and memory management

• Hands-on experience with Linux environments and production troubleshooting

• Familiarity with Docker, Kubernetes, and cloud-native infrastructure

• Experience analyzing:thread dumps, heap dumps, GC logs, performance bottlenecks

• Understanding of distributed systems concepts including:clustering, replication, failover, fault tolerance

• Exposure to technologies such as:Apache Ignite / GridGain, Kafka, Redis, Hazelcast, Cassandra

• Experience supporting enterprise customers in production / SLA-driven environments

• Strong troubleshooting, debugging, and root-cause analysis skills

• Ability to communicate effectively with technical and non-technical stakeholders

• Experience in technical support, SRE, backend engineering, DevOps, or platform operations environments…