Sr. Technical Support Engineer

About this role

<div class="job-post-container" style="position: relative; background-color: white; padding: 20px; max-width: 1000px; margin: 0 auto; box-shadow: 0px 0px 10px rgba(0, 0, 0, 0.1); min-height: 500px; border: 5px solid #0037A5;"> <div style="position: absolute; top: 0; left: 2; width: 200px; height: 300px; margin-top: 30px; opacity: 1; z-index: 1;"> </div> <div class="job-post-content" style="position: relative; z-index: 2;"> <h1 style="font-family: Arial, sans-serif; color: #333; line-height: 1.2; margin-top: 20px;"><img style="max-width: 100%;" src="https://cdn.builtin.com/cdn-cgi/image/f=auto,fit=contain,w=200,h=200,q=100/https://builtinaustin.com/sites/www.builtinaustin.com/files/2024-02/Cockroach%20Labs%20logo.png" alt="" width="71"></h1> <h1 style="text-align: center;">Category-defining tech. Career-defining work.</h1> <p style="text-align: center;">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. </p> <h3 style="text-align: center;">Because when our customers win, we all win. </h3> <p> </p> <hr> <h2><span style="color: rgb(0, 0, 0);"><strong>The Role</strong></span></h2> <p><span style="font-weight: 400;">We're looking for a Senior Technical Support Engineer to help us make CockroachDB easy for our customers. <span class="TextRun SCXW243880738 BCX0" lang="EN-US" data-contrast="none"><span class="NormalTextRun SCXW243880738 BCX0">You’ll</span><span class="NormalTextRun SCXW243880738 BCX0"> be joining a team and organization where you will be challenged, but also will witness your contributions to Cockroach Labs. <strong>While this will be a remote role, you must be based in Bangalore to be eligible for this role.</strong></span></span></span></p> <h2><strong>You Will</strong></h2> <ul> <li><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}">Provide extraordinary service for both our Self-Service and Enterprise customers. </span></li> <li><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}">Support customers on our various deployment models (Self Hosted, CockroachDB Dedicated and Serverless). </span></li> <li><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}">Develop deep technical expertise in CockroachDB and accompanying technologies. </span></li> <li><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}">Recognize patterns among customer issues and suggest ways to improve our product and offerings. </span></li> <li><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}">Partner with our Documentation, Product, Sales, and Engineering teams to guide those improvements. </span></li> <li><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}">Help develop and iterate on our support processes, tooling and systems. </span></li> <li><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}">Develop Runbooks & Playbooks for issues you’ve encountered that could reduce time to resolution in the future. </span></li> <li><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}">Participate in our Follow-The-Sun model to ensure work continuity beyond your shift for priority tickets. </span></li> <li><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}">Reproduce technical issues and work with Engineering to resolve them on behalf of our customers.</span></li> </ul> <h2><strong>The Expectations</strong></h2> <p>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. <span class="TextRun SCXW86978340 BCX0" lang="EN-US" data-contrast="none"><span class="NormalTextRun…