Customer Support Engineer

<p>PlanetScale is growing rapidly and reinventing the database space. The PlanetScale platform offers both Postgres and Vitess clusters. Vitess, an open-source database clustering system for horizontal scaling of MySQL, enables businesses to efficiently handle large-scale data workloads — without sacrificing developer experience.</p> <p>Our customers entrust us with what is often their most precious digital asset, their data, so the stakes couldn’t be higher. We’re looking for a Customer Support Engineer to help developers and businesses get the most out of PlanetScale, resolve issues quickly, and build the support function that helps us scale.</p> <h3>What’s the job to be done?</h3> <ul> <li>You will advise and handle support requests from customers and developers on the PlanetScale platform.</li> <li>You will respond to, debug, and resolve customer support issues through support tickets, customer Slack channels, public discussions, and other support channels.</li> <li>You will help customers understand how to use PlanetScale effectively, including how to reason about queries, schema changes, application behavior, database connectivity, and production workflows.</li> <li>You will create and improve internal and external documentation, support playbooks, troubleshooting guides, and customer-facing materials.</li> <li>You will identify product gaps and recurring sources of customer friction, then work with Engineering to prioritize improvements.</li> <li>You will contribute to the systems, processes, and practices that help PlanetScale deliver excellent developer-focused support at scale.</li> </ul> <h3>These attributes best describe you.</h3> <ul> <li>You are customer-focused, empathetic, and clear in how you communicate, while knowing when to push back in ways that help customers become successful on their own.</li> <li>You have excellent debugging and troubleshooting skills, with the curiosity and persistence to follow issues across applications, databases, infrastructure, and product behavior.</li> <li>You are comfortable stepping outside your comfort zone. Whether that means reading unfamiliar application code, digging into database behavior, testing a new framework, or learning a connector you haven’t used before, you’re willing to go where the problem leads.</li> <li>You are a self-starting, enthusiastic individual who takes responsibility for outcomes and wants to make a meaningful impact on the business.</li> <li>You can operate independently, but you know when to ask for help and how to bring the right people into an issue.</li> <li>You are highly organized and able to operate in ambiguous or changing situations.</li> <li>You are data-driven, team-oriented, and comfortable communicating across many audiences.</li> <l