Senior Support Engineer l

As a Senior Support Engineer l for Enterprise DB’s Cloud experience, you will be acting as our customer guide to understanding product use, best practices, and common strategies for a successful Postgres configuration and management.  This role requires the ability to analyze and communicate effectively with our customers to help them understand, implement and use these products. Additionally, this role will require frequent liaising with our development teams on complex issues and typical feature requests. This role reports to our Sr. Director, Cloud Database Support and will be responsible for learning, applying, and collaborating to improve our customer experience and product value.  Your voice is an advocate and a guide of confidence to our customers. 

**Candidate Note: This is a 100% remote position for candidates located in Australia. 

What your impact will be:

• Work directly with customers to provide in-depth technical troubleshooting and recommend appropriate workaround(s) and solutions for Postgres, our Cloud experience and customer common-use tooling.

• Collaborate with and mentor junior support engineers to triage issues, create reproducible test cases, file Development requests, and offer patches when possible.

• Collaborate with Development resources as it pertains both to our Cloud experience and relevant products.

• Document solutions, procedures, and standards for customers as well as for internal use.

What you will bring:

• 3-5 years of significant experience with PostgreSQL or 7+ years of experience with Oracle, MySQL, MongoDB, MS SQL, Cassandra or other contemporary database technologies as a senior database administrator or database support engineer

• 3-5 years of cloud platform experience in use of computer, networking, storage, application and database services (Microsoft Azure, Amazon AWS, or Google GCP preferred)

• 1-2 years of experience with common monitoring tools for cloud-native environments, such as Datadog, Grafana, Prometheus or cloud-specific monitoring technologies

• Bachelor's degree in Computer Science or equivalent knowledge

• Working knowledge of PostgreSQL third-party tools (i.e., pgpool, slony, pgbouncer, etc.)

• Outstanding communication skills (both written and verbal)

• Strong problem-solving skills for abstract and complex issues

• Quick-thinking, able to work well under pressure

• Adept at documenting efforts, actions, and results

• Experience of liaising with Engineering teams

What will give you an edge:

• 5-7 years Technical Support experience

• Recent working experience Python, Golang, and/or C/C++

• 3-5 years’ Experience with Docker & Kubernetes

• SRE experience, including SLO/SLI, common architectural patterns, IaaS, or CI/CD orchestration

• 1-2 years of experience with Terraform.