Technical Customer Support Engineer - (Australia)

Details of the offer

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: 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. Your ability to code, understand infrastructure, and manage distributed database-related challenges is critical. This position requires residing and working in Australia and supporting customers across multiple time zones.
Responsibilities: 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 (e.g., Fri/Sat or Sun/Mon).Parse and differentiate between customer issues and feature requests.Write technical documentation, assist with testing, and contribute to technical blogs.Skills: Must reside in Australia and have permission to work legally.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.Ability to resolve Level 1 and Level 2 technical issues independently, escalating only complex problems.Exceptional communication skills, including the ability to convey technical concepts to non-technical users.Emotional intelligence and the ability to handle customer interactions with professionalism and empathy.Strong problem-solving skills and the confidence to stand firm on technical accuracy when addressing customer misconceptions.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 HarperDB Co-Founder.4th Stage: 30 minute Zoom conversation with HarperDB Co-Founder.
#J-18808-Ljbffr


Nominal Salary: To be agreed

Source: Jobleads

Requirements

Tiktok | Senior Security Engineer - Application / Product Security | Sydney (Haymarket)

Senior Security Engineer - Application / Product Security About the Company TikTok is the leading destination for short-form mobile video. At TikTok, our mis...


Tideri Jobbörse - New South Wales

Published 14 days ago

Senior Software Engineer

Sydney is preferred, but all Aussie applicants are welcome! Opportunities to advance your career as the company grows. Impactful and rewarding role helping ...


Mosh - New South Wales

Published 14 days ago

Ernst & Young Advisory Services Sdn Bhd | Smsf Senior Consultant | Sydney (Haymarket)

What is the impact of your work could have impact beyond your workplace? At EY we believe that whoever you are, your uniqueness helps us stand apart. We brin...


EY - New South Wales

Published 14 days ago

Software Architect

Work with cutting edge technology, making the world a safer and more secure place. Our Client offers an opportunity to solve some of world's most challenging...


Sonitec - New South Wales

Published 14 days ago

Built at: 2024-12-22T22:34:41.134Z