SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Salary: USD 150,000 - 200,000 / annual
PlanetScale is a profitable, fast-growing company reinventing the database space with both Postgres and Vitess clusters. Vitess is an open-source database clustering system for horizontal scaling of MySQL that enables businesses to handle large-scale data workloads without sacrificing developer experience.
As a Customer Support Engineer, you will be on the front lines helping developers and businesses solve real production problems while shaping the product, documentation, and support systems that make PlanetScale better for every customer.
Key responsibilities:
- Advise and handle support requests from customers and developers on the PlanetScale platform through tickets, Slack channels, public discussions, and other channels
- Respond to, debug, and resolve customer support issues with focus on queries, schema changes, application behavior, database connectivity, and production workflows
- Help customers understand how to use PlanetScale effectively
- Create and improve internal and external documentation, support playbooks, troubleshooting guides, and customer-facing materials
- Identify product gaps and recurring sources of customer friction, then work with Engineering to prioritize improvements
- Contribute to systems, processes, and practices that help PlanetScale deliver excellent developer-focused support at scale
- Work cross-functionally to translate customer pain into actionable product, documentation, and process improvements
You are customer-focused, empathetic, and clear in communication. You have excellent debugging and troubleshooting skills with curiosity and persistence to follow issues across applications, databases, infrastructure, and product behavior. You are comfortable stepping outside your comfort zone—reading unfamiliar code, digging into database behavior, testing new frameworks, or learning connectors you haven't used. You are self-starting and take responsibility for outcomes. You can operate independently but know when to ask for help. You are highly organized, data-driven, team-oriented, and comfortable communicating across many audiences.
REQUIREMENTS:
- Experience supporting production applications, databases, developer tools, infrastructure, or other technical products
- Working knowledge of SQL, preferably with experience in MySQL and/or PostgreSQL
- Strong debugging skills and ability to reason through application and database behavior
- Programming experience (not full-time, but comfortable reading and navigating unfamiliar code to understand customer issues)
- Experience with common application frameworks, ORMs, database connectors, or application deployment patterns
- Willingness to explore new languages, frameworks, tools, and customer environments as needed
- Strong written and verbal communication skills
- Strong empathy for customers, developers, and teammates, with ability to advocate for customer needs clearly and constructively
NICE-TO-HAVE:
- Experience working in a remote organization
- Experience with cloud platforms such as AWS, GCP, or Azure
- Knowledge of monitoring, observability, and debugging tools
- Experience helping build support processes, documentation systems, or teams from an early stage
