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SingleStore is seeking a Support Engineer to join their technical support team. This role is heavily engineering-focused, requiring deep technical expertise to resolve complex database issues for enterprise customers.
You will provide email and live technical support to SingleStore customers, acting as the first line of defense for complex technical issues, bug diagnosis, and critical outages. Key responsibilities include:
- Deliver enterprise-grade technical support via email and live channels
- Identify, reproduce, and diagnose product issues; perform QA and submit formal bug reports to Engineering teams
- Collaborate with software developers, sales engineers, and technical account managers to track and resolve customer issues
- Improve Support and Engineering processes; author internal runbooks and public documentation
- Ensure positive customer experiences during all interactions
This role requires diving into database internals, memory allocators, Linux/host configurations, and SQL query behavior. You will work across multiple departments including development, query performance engineering, product management, and infrastructure SREs. The team is constantly learning new customer systems and technologies, and you'll be engaged in research and skill-building beyond SingleStore itself.
Required hours: Monday–Friday, 09:00 AM–06:00 PM PST (US West Coast).
SingleStore is venture-backed, headquartered in San Francisco, with offices in Sunnyvale, Raleigh, Seattle, Boston, London, Lisbon, Bangalore, Dublin, and Kyiv.
**Requirements:**
- 4+ years of advanced customer-facing technical support experience
- Experience with MySQL or MySQL-like databases (MariaDB, Aurora, etc.) and SQL query optimization
- Solid sysadmin/QA/testing skill set: comfortable testing software, hands-on with Linux, system I/O utilization, network throughput measurement, and log file analysis. Familiarity with Kubernetes and past testing/QA experience preferred
- Experience with a scripting or coding language (Python, Bash, Go, or similar) for problem-solving and code navigation
- Familiarity with distributed systems and AWS/GCP; understanding of how organizations deploy and maintain distributed applications; bonus points for performance bottleneck analysis and single-point-of-failure mitigation
- Strong written and verbal English communication skills; ability to explain technical concepts to diverse audiences
