Support Engineer (100% remote)
Severalnines
Date: 1 week ago
City: Remote
Contract type: Full time
Remote
Looking to join a vibrant startup with the security of an established team and product?
We're looking for a great support engineer to join our support team. Our support team is dedicated to helping and educating people who use our flagship product, ClusterControl. Whether our colleagues are working on troubleshooting a complex customer issue, teaching someone how to use a feature, or discussing new feature requests with our development team, they can always be found going above and beyond the call of duty. Our customers and users are our main priority at all times, and we’re looking for someone with an equally customer-focused mindset.
This position requires advanced troubleshooting skills and creative problem-solving capabilities. You will work remotely as there is no central office, and most of us work from home. You will also take part in an on-call rotation.
What Will Be Your Responsibilities
As a Support Engineer, you’ll be the front line for our customers, where you will diagnose production issues, guide best practices, and collaborate with Engineering to improve product reliability. You’ll work across Linux, networks, clouds, and open-source databases, often reproducing problems, crafting workarounds, and documenting clear solutions.
What You’ll Do
We're looking for a great support engineer to join our support team. Our support team is dedicated to helping and educating people who use our flagship product, ClusterControl. Whether our colleagues are working on troubleshooting a complex customer issue, teaching someone how to use a feature, or discussing new feature requests with our development team, they can always be found going above and beyond the call of duty. Our customers and users are our main priority at all times, and we’re looking for someone with an equally customer-focused mindset.
This position requires advanced troubleshooting skills and creative problem-solving capabilities. You will work remotely as there is no central office, and most of us work from home. You will also take part in an on-call rotation.
What Will Be Your Responsibilities
As a Support Engineer, you’ll be the front line for our customers, where you will diagnose production issues, guide best practices, and collaborate with Engineering to improve product reliability. You’ll work across Linux, networks, clouds, and open-source databases, often reproducing problems, crafting workarounds, and documenting clear solutions.
What You’ll Do
- Own customer cases end-to-end: triage, troubleshoot, resolve, and clearly communicate status and next steps.
- Diagnose issues across the stack: databases (MySQL/MariaDB, PostgreSQL, MongoDB), HA/replication, backups, performance, OS/networking, cloud, and container runtimes.
- Reproduce bugs and edge cases: capture logs, craft minimal reproducible examples, and escalate issues with technical detail.
- Guide customers through installs, upgrades, migrations, recovery operations, and performance tuning.
- Maintain SLAs and contribute to 24×7 coverage with a rotating on-call.
- Write and improve knowledge base articles, runbooks, troubleshooting playbooks, and customer-facing documentation.
- Partner with Product/Engineering by providing structured feedback from the field and validating fixes.
- Continuously improve tooling (scripts, dashboards, alerts) to speed diagnosis and reduce recurring incidents.
- 3+ years in technical support, SRE/DevOps, or DBA roles supporting production systems.
- Strong Linux fundamentals (systemd, filesystems, networking, process/resource analysis).
- Hands-on with at least one: MySQL/MariaDB (incl. replication/Galera), PostgreSQL (WAL/streaming), or MongoDB (replica sets/sharding).
- Solid grasp of HA/replication, backups & recovery (e.g., mariabackup/xtrabackup, pg_basebackup/WAL, mongodump/mongorestore), observability (logs, metrics, traces).
- Scripting in Bash and at least one higher-level language (Python preferred).
- Comfort with clouds (AWS/GCP/Azure), object storage (S3/MinIO), proxies/load balancers (ProxySQL, HAProxy, Keepalived), and containers (Docker/Kubernetes) is a plus.
- Familiarity with performance analysis (query plans, indexing, connection pooling) and security basics (TLS, access controls).
- Excellent written and spoken English; customer-centric communication, with a calm demeanor under pressure.
- Infra-as-Code (Terraform/Ansible/cloud-init), Prometheus/Grafana, or incident management tooling.
- Experience with Redis/Valkey, Elasticsearch, or Microsoft SQL Server.
- Experience in distributed, fully remote teams and across multiple time zones.
- Experience with Severalnines products (e.g., ClusterControl) or similar database automation/management platforms.
- Remote-first, async-friendly collaboration (Slack, ticketing, video).
- Pragmatic on-call with clear runbooks and escalation paths.
- Continuous learning culture with budget for training/certifications and time to upskill.
- Flexible, remote work with APAC-friendly hours.
- 4 weeks of paid vacation annually
- Additional birthday day off
- Paid public holidays in your country
- Learning & development budget, home-office stipend, and modern equipment.
- Inclusive, supportive team environment.
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