Senior Technical Support Engineer - Remote (US)

Company: Fauna Inc.
Location: Seattle
Posted on: February 23, 2021

Job Description:

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.

Responsibilities

• 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 exceeded
• 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 expectations
• 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
  
  Requirements
  
  • 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 complexity
  • Exceptional verbal and written English communication skills
  • 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.
    
    Benefits
    
    Why Fauna?
    
    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 our employees.
    
    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