Full-Time Technical Support Engineer

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: Pacific Standard Time and Mountain Standard Time.

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