Support Engineer • Senior

Who you are

You have 7-10+ years of experience in a technical support role, ideally within the database or real-time data platform space. Your background includes a strong understanding of troubleshooting methodologies and the ability to diagnose complex issues across various environments, including cloud, hybrid, and on-premises setups. You are a collaborative team player who enjoys working closely with engineering and client services to ensure customer success. Your communication skills are top-notch, allowing you to convey technical information clearly to both technical and non-technical stakeholders.

You thrive in a fast-paced environment and are comfortable managing multiple priorities while maintaining a focus on delivering exceptional customer support. You have a passion for technology and a desire to help customers leverage the full potential of the Aerospike platform. Your analytical mindset enables you to identify patterns in customer issues and contribute to product improvements based on your findings.

Desirable

Experience with real-time databases or similar technologies is a plus. Familiarity with machine learning, generative AI, or agentic AI concepts will help you understand the broader context of customer use cases. A background in software engineering or development can also enhance your ability to troubleshoot effectively and provide valuable insights to the engineering team.

What you'll do

As a Senior Support Engineer at Aerospike, you will be the first point of contact for customers experiencing technical issues with the Aerospike Real-time Data Platform. Your primary responsibility will be to investigate, diagnose, and resolve these issues efficiently. You will collaborate with cross-functional teams, including engineering and technical writers, to ensure that customer feedback is incorporated into product improvements. You will also document solutions and create knowledge base articles to empower customers and enhance their experience with the platform.

You will engage with customers to understand their unique environments and challenges, providing tailored support that meets their specific needs. Your role will involve analyzing customer data and usage patterns to identify potential areas for improvement in both the product and the support process. You will participate in regular meetings with the engineering team to discuss ongoing issues and contribute to the development of new features that enhance customer satisfaction.

What we offer

At Aerospike, we offer a dynamic work environment where innovation and collaboration are at the forefront of our mission. You will have the opportunity to work with cutting-edge technology and contribute to projects that have a significant impact on our customers' success. We provide competitive compensation and benefits, along with opportunities for professional growth and development. Join us in shaping the future of real-time data and making a difference in the industry.