Technical Support Engineer

About the role

Join a global team of over 400 engineers building open‑source data and AI solutions. As a Technical Support Engineer you will own customer issues from start to finish, troubleshoot a range of cloud‑native technologies, and collaborate closely with product, operations, and security teams.

Key responsibilities

• Take ownership of customer tickets, provide transparent status updates and drive issues to resolution.
• Learn and troubleshoot PostgreSQL, MySQL, Kafka and OpenSearch across AWS, Google Cloud and Azure.
• Diagnose problems using documentation, AI‑assisted tools and standard diagnostic methods.
• Communicate clearly and empathetically with global customers.
• Escalate complex cases to senior engineers and coordinate with internal teams.
• Research, reproduce and log product malfunctions in Jira.
• Contribute to internal and external knowledge bases and automate repetitive tasks.
• Work APAC shift patterns to ensure regional coverage.

Required profile

• 1+ years experience in technical support or systems engineering, preferably in a PaaS/SaaS environment.
• Strong written and verbal communication skills for a global audience.
• Ability to read logs and metrics to diagnose issues.
• Good judgment on when to escalate and what information to provide.
• Willingness to collaborate, learn and share knowledge.
• Basic Linux (Fedora) and networking knowledge.
• Interest in AI tools (ChatGPT, Copilot, Claude) for scripting and analysis.

Required skills

• PostgreSQL
• MySQL
• Apache Kafka
• OpenSearch
• AWS, Google Cloud, Azure
• Linux command line (Fedora)
• Jira
• Python
• AI‑assisted tooling (e.g., ChatGPT, Copilot)