Technical Customer Support Engineer (Remote)

About HarperDB

HarperDB is a new type of development technology that combines distributed database, cache, application, and streaming systems into a single process. By collapsing the stack from multiple systems into one, we bypass costly serialization and latency-inducing network hops so that services are more performant and lower cost than ever before possible. Simply put, HarperDB is a better way of building enterprise technology services when performance, cost, and simplicity at scale matter. Join our passionate team in building a better future for development teams of all sizes.

Job Description:

As a Technical Customer Support Engineer at HarperDB, you will be the first point of contact for our customers. You will be responsible for providing excellent technical support, troubleshooting issues, and resolving customer problems. You will also work closely with the engineering team to identify and fix bugs, and to improve our product. To be eligible for this position, candidates must reside and work in Australia.

Responsibilities:

• Provide timely and accurate technical support to customers.
• Troubleshoot and resolve complex technical issues related to HarperDB’s database, cache, application, and streaming capabilities.
• Identify and document common customer issues.
• Act as a technical first responder for critical incidents.
• Triage and prioritize technical issues.
• Analyze logs and system metrics to determine root causes of issues.
• Coordinate with engineering teams to resolve incidents efficiently.
• Collaborate with the engineering team to fix bugs, improve the product, and enhance customer experience.
• Contribute to our knowledge base and documentation.
• Participate in on-call rotations to provide 24/7 support. Weekend coverage work is required as part of this position and is scheduled on a rotating basis within the team.

Skills:

• Must reside and work in Australia.
• Minimum of 3+ years as a Customer Support Engineer, preferably within a start-up environment.
• Strong technical skills, including experience with databases.
• Excellent communication and interpersonal skills.
• Strong problem-solving and troubleshooting skills.
• Ability to work independently and as part of a team.
• Experience with customer support tools and ticketing systems.
• Development (Node.js, Python, Go) experience is a plus.
• Application and database performance optimization experience is a plus.

Why Join Us:

• Competitive salary in the range of $7,500-$9,000 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.

If you are a motivated self-starter who thrives in a fast-paced environment and shares our values of transparency, authenticity, and empowerment, we want to hear from you!

Interview Process

• 1st Stage: 30 minute Zoom conversation with one member of Operations Team
• 2nd Stage: Additional interview questions (typically about 30-45 minutes on Zoom) with members of HarperDB Engineering or Delivery team.
• 3rd Stage: Additional interview questions (typically about 30-45 minutes on Zoom) with members of HarperDB Engineering or Delivery team.
• 4th Stage: 30 minute Zoom conversation with HarperDB Co-Founders