Enterprise Support Engineer

Benefits

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About this role

Enterprise Support Engineer Remote - NA, APAC, EMEA PlanetScale is growing rapidly and reinventing the database space. The PlanetScale platform offers both Postgres and Vitess clusters. Vitess, an open-source database clustering system for horizontal scaling of MySQL, enables businesses to efficiently handle large-scale data workloads - without sacrificing developer experience. Our customers entrust us with what is often their most precious digital asset, their data, so the stakes couldn't be higher. We're looking for a Software Engineer to join our core engineering team and help us build the next generation of database infrastructure. What's the job to be done? - You will advise and handle support requests from enterprise customers on the PlanetScale platform. - You will become a customer-facing subject-matter expert for enterprise customers on the PlanetScale platform. - You will identify product gaps in a customer-specific context and work with Technical Account Management, Engineering and Sales Engineering teams to prioritize and escalate them. - You will be part of an on call rotation for high priority issues. These attributes best describe you… - You are comfortable in front of customers, empathetic but understanding when to push back to help customers become successful on their own. - You have excellent debugging and troubleshooting skills; with a mix of enough experience and intuition to zero in on root-causes for bugs that can leave others stumped. - You are comfortable stepping outside your comfort zone. Be it delving into unfamiliar code in Vitess, one of its dependencies, or a random MySQL

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