Technical Support Engineer (tier 3, Usa)

About Neon

Neon is a distributed team building open-source cloud-native Postgres. We're a well-funded startup with deep knowledge of Postgres internals and decades of experience building databases. Our storage layer is written in Rust, and the cloud control plane in Go. We're on a mission to create a cloud-native database service for every developer.

Do you love providing support in a fast-paced and challenging environment and getting a kick out of solving the deepest, gnarliest tech problems out there? If yes, this could be a perfect role for you!

You will join our Technical Support Engineering Team, where you can positively impact thousands of end-users and their experience with Neon Postgres.

You'll be helping our users to solve technical problems and enable them to use Neon Postgres to develop and deploy their applications. You will be essential in guaranteeing our users have a positive experience and that their challenges in using Neon are taken care of and resolved.

Preferred time zones: between GMT-4 (ET) and GMT-7 (PT)

You will:

• Provide first-line support and troubleshoot any technical problems our users experience (product bugs, performance, recovery, security, and everything in between)
• Coordinate root-cause analysis and resolution of high-complexity issues and informally assist peers with technical roadblocks and user escalations
• Ensure that users have a positive experience using Neon Postgres. Be an expert on best practices in running Neon Postgres at scale
• Listen to Neon users' experience and advocate for users' needs - interfacing with our product and engineer teams on their behalf, championing their short-term issues and long-term needs throughout the organization
• Work with APIs, REST payloads, REST endpoints, and Neon 3rd Party Integrations to make recommendations to resolve user issues
• Work with engineering and product teams to ensure service levels, support quality, and user satisfaction targets
• Collaborate with the technical writer to create technical support manuals and FAQs as well as internal troubleshooting materials
• Contribute to internal projects, including software development of support tools for performance, benchmarking, and diagnostics

We are looking for someone who has:

• Genuine desire to help people
• At least 4+ years in a technical support role for cloud products
• Experience supporting developer tools
• Fluent written and verbal communication skills in English
• Good interpersonal communication and customer service skills are needed in order to work successfully with users in high-stress or ambiguous situations
• Ability to diagnose and fix technical issues in a timely manner
• Ability to follow standard engineering principles and practices
• Experience in working with teams across multiple locations
• Ability to think on your feet, remain calm under pressure, and solve problems in real-time
• Ability to get help from team members when required and the good judgment to know when to seek help
• Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment

Technologies and Tech Skills:

Demonstrated experience with:

• Applications Support
• TCP/IP, TLS, HTTP, REST
• Browser/Dev Tools
• Proficient in programming in one or more of Node.js, Python, C#, Rust, Go or Java
• Experience with running and using a tier-1 relational database (Oracle, MySQL, Postgres, SQL-Server)
• Data architecture and design
• Experiencing in Cloud DevOps on AWS
• Linux Systems administration
• Distributed systems
• Network Administration
• Technical diagnosis and problem-solving

Our Team

• We are a distributed team of 90 people working from 25+ countries (concentrating around North American and European time zones)
• We are a team built on open-source cultural principles (transparency, contribution, accountability, and proactivity)
• Team with decades of experience building databases and deep knowledge of Postgres internals. We are deeply technical
• We have experienced Postgres committers and hackers on the team (check Heikki, Anastasia, Arseny, Matthias profiles)
• We believe in the efficacy of collaborative open-source
• We aim for a diversity of thoughts and backgrounds
• We are keen to be a fast-moving, flat org and avoid hierarchical structures

Our Investors

Top-tier investors backed up Neon's vision:

• • We raised $104 million in funding from Menlo Ventures, Notable Capital, Khosla Ventures, General Catalyst, and Founders Fund.
  • Venture vehicles of Snowflake and Databricks invested in Neon.
  • Our angel investors are prominent technologists and ecosystem players. More than 20 awesome angels supported Neon, including Nat Friedman, Elad Gil, Mike Ovitz, Ajeet Singh, Guillermo Rauch, Søren Brammer Schmidt, and Wes McKinney.
  • Our Board includes Quentin Clark, Glenn Solomon, Joe Morrissey, and Tim Tully.

Our Offer

• You have an opportunity to be an early employee in the fast-scaling, ambitious team
• You can work 100% remote: we'll handle all formalities to arrange work from your home
• We grant equity (stock options) to all full-time hires
• We offer a competitive benefits package in line with all tech companies (top-notch equipment, unlimited vacations, paid parental leaves, and much more)
• We are distributed, yet make our bonds during regular offsites (the last one was in Barcelona, Spain)