Senior Technical Customer Support Engineer

About the role

Join a global Support Engineering team helping customers solve complex technical challenges across data, cloud, and distributed systems. As a Senior Technical Customer Support Engineer, you provide first-line support, troubleshoot issues, and collaborate with engineering teams to deliver solutions via tickets, chat, and calls. This fully remote role is based in India.

What you’ll do

• Provide first-line technical support and guidance through tickets, chat, Slack, and virtual meetings
• Troubleshoot and resolve complex technical issues while meeting Service Level Agreements
• Develop practical solutions across cloud and open-source data platforms and share knowledge via documentation and training
• Collaborate with global Support, Engineering, and Product Management teams to identify customer needs
• Support pre-sales and post-sales activities including proof-of-concept engagements
• Build trusted relationships with customers and stakeholders through technical expertise and empathy
• Participate in regional and global support coverage for 24x7 service availability
• Mentor colleagues and contribute to team training and continuous development of support capabilities

What you’ll bring

• Technical experience in customer-facing or engineering roles such as TSE, DBA, SRE, or Software Engineer
• Strong technical breadth in SQL databases, OLAP, cloud-native SaaS, distributed systems, Kubernetes, and Docker
• Hands-on experience troubleshooting technical issues and translating complex concepts for customers
• Strong written and verbal English communication skills for documentation, chat, and calls
• Ability to work effectively in a fully remote, globally distributed environment with self-management
• Willingness to participate in schedules supporting 24x7 global customer coverage

Nice to have

• Experience with open-source data ecosystem as a user, contributor, or community participant
• Experience with AWS, Azure, or GCP
• Familiarity with data pipeline and streaming technologies like Kafka, Kinesis, Spark, or RabbitMQ
• Direct experience with ClickHouse or comparable OLAP/database-as-a-service technologies

Skills

Benefits

• Flexible, remote-friendly work environment within a globally distributed organization
• Employer contributions toward healthcare
• Equity or stock options for new team members
• $500 home-office setup allowance for remote employees
• Opportunities to participate in global company gatherings