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PlanetScale is seeking a Customer Support Engineer to join its rapidly growing team. PlanetScale offers both Postgres and Vitess clusters, with Vitess being an open-source database clustering system for horizontal scaling of MySQL that enables businesses to handle large-scale data workloads without sacrificing developer experience.
In this role, you will be the technical frontline for customers and developers using the PlanetScale platform. You will respond to and resolve support requests through tickets, customer Slack channels, and public discussions. Your responsibilities include debugging and resolving customer issues, helping customers understand how to use PlanetScale effectively (including query optimization, schema changes, application behavior, database connectivity, and production workflows), and creating internal and external documentation, troubleshooting guides, and support playbooks.
You will identify product gaps and recurring sources of customer friction, then collaborate with Engineering to prioritize improvements. You'll contribute to building the systems, processes, and practices that enable PlanetScale to deliver excellent developer-focused support at scale.
The ideal candidate is customer-focused and empathetic, with excellent debugging and troubleshooting skills. You should be comfortable stepping outside your comfort zone—reading unfamiliar code, exploring new frameworks, or learning new tools as problems require. You operate independently but know when to ask for help. You're self-starting, highly organized, data-driven, and comfortable working cross-functionally to translate customer pain into actionable improvements.
Required qualifications include experience supporting production applications, databases, developer tools, or infrastructure; working knowledge of SQL (preferably MySQL and/or PostgreSQL); strong debugging skills; programming experience (you won't code full-time but should read and navigate unfamiliar code); familiarity with common application frameworks, ORMs, and deployment patterns; and strong written and verbal communication skills.
Experience with remote organizations, cloud platforms (AWS, GCP, Azure), monitoring and observability tools, and building support processes from early stage are valuable additions.
