Senior Technical Support Engineer - Remote (US)
Company: Fauna Inc.
Posted on: February 23, 2021
Do you have a passion for making customers successful? Does the
idea of diving into the technical architecture of Fauna's customers
and helping them to solve their hardest problems get you excited?
Want to get in on the ground floor and help to build a product that
will change the way that the world stores and accesses data? Then
consider joining us at Fauna!
Fauna is the data API for modern applications. It is backed by a
database that is serverless, fast, consistent, transactional, and
globally distributed. Fauna allows developers to interact with data
in convenient and powerful languages such as GraphQL and the Fauna
Query Language (FQL), without baking complex consistency and
transaction logic into their applications. Developers can get
started with Fauna in seconds by creating a new database in the
cloud, without the hassle of managing infrastructure.
Fauna's Support and Customer Success team is all about solving for
the customer. As a Senior Support Engineer on the team, you will
need to be an ace troubleshooter and cares deeply about helping
your customers. You will delight our customers by not only
understanding their challenges and guiding them to a long term
solution, but also by being a great partner that is enjoyable to
work with. Fauna's Customer Success team is growing rapidly, so you
can bring your experience with customer support systems and
practices to assist implementing automation, optimizations, and new
capabilities to improve our customer experience and grow Fauna's
efficiency and scale. As a critical voice of the customer and deep
user experience expert, you will have the chance to impact Fauna's
product roadmap, user experience, and bug fix priorities.
- Exercise your exceptional customer relationship, diagnosis,
root cause analysis, and troubleshooting skills to insure Fauna
customers are successful and happy
- Engage with Fauna's customers and community all over the world
through written and verbal communication to answer questions,
resolve issues, and educate them on Fauna
- Manage and resolve customer incidents and questions expediently
while providing a high quality customer experience, ensuring that
our customer satisfaction and support level commitments are met and
- Identify issues with high customer impact and escalate them
appropriately with Engineering, Product, and Community
- Drive customer escalations and live site issues to resolution
while communicating with customers and managing their
- Be a key voice of the customer and advocate for users' needs in
collaborating internally with Engineering, Product, and Community
to help drive product roadmap and bug fix priorities
- Help brainstorm, automate, and creating new support
infrastructure to drive efficiency, effectiveness, and to
continuously improve the customer experience
- Core work hours for this position are US West Coast PST hours.
In addition there will be an on-call rotation to cover after-hours
and weekend / holidays escalations
- 5+ years experience in a customer support engineer role
preferably with SaaS, developer or hosted database products
- Solid understanding of distributed system concepts from
experience with systems such as PostgresSQL, Cassandra, Couchbase,
Kafka, Elasticsearch, Redis, etc.
- Proven ability to troubleshoot and identify root cause in both
client applications and database operations of enterprise mission
critical systems, including the use of log analysis tools such as
Sumo Logic, DataDog, Splunk, etc
- Ability to troubleshoot database queries written in Java,
Scala, Python, Go, C#, etc
- Have a genuine interest in helping your customers and
delivering a great experience with questions of various levels of
- Exceptional verbal and written English communication
- Be a patient, empathetic, and positive communicator live and in
writing across multiple channels; in email, phone, video, chat,
social media, and in person
- Strong understanding of Linux based systems administration,
networking, public cloud infrastructure (AWS, GCP, or Azure)
- Excited and energized by working in a fast paced startup
environment. Thrives on a distributed team. Takes strong pride of
ownership of your work results and customer outcomes.
- BA/BS/MS in Computer Science or equivalent experience
Fauna currently operates as a fully remote company and this
position is open to applicants anywhere in the United States.
Backed by premier venture investors Madrona Venture Group,
ADDITION, GV, and CRV, Fauna is a well-funded startup with a 100%
remote organization. We're led by an experienced leadership team
hailing from Microsoft, Amazon, Okta, Twitter, Elastic, Juniper and
Oracle. Every day we are relentless in our mission to innovate,
exceed customer expectations, and continually disrupt our market.
Fauna provides all of its Fauns with competitive compensation,
equity, and a benefits package that includes
medical/dental/vision/basic life insurance and unlimited PTO.
Fauna is proud to be an equal opportunity employer. Our company is
committed to fair hiring practices, and building a diverse
environment for our employees. You will receive consideration for
employment without regard to race, color, religion, gender, gender
identity or expression, sexual orientation, national origin,
disability, age, or veteran status.
The Talent Acquisition Team at Fauna works primarily on a direct
sourcing model; Fauna does not accept resumes from recruitment
agencies and is not responsible for any related fees for resumes
submitted to job postings, directly to hiring managers, or any of
If visa sponsorship is required now or in the future to work in our
US location, we are not able to offer that at this time.
Keywords: Fauna Inc., Seattle , Senior Technical Support Engineer - Remote (US), IT / Software / Systems , Seattle, Washington
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