Enterprise 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 Software Engineer to join our core engineering team and help us build the next generation of database infrastructure.</p> <h3 id="whats-the-job-to-be-done">What's the job to be done?</h3> <ul> <li>You will advise and handle support requests from enterprise customers on the PlanetScale platform.</li> <li>You will become a customer-facing subject-matter expert for enterprise customers on the PlanetScale platform.</li> <li>You will identify product gaps in a customer-specific context and work with Technical Account Management, Engineering and Sales Engineering teams to prioritize and escalate them.</li> <li>You will be part of an on call rotation for high priority issues.</li> </ul> <h3 id="these-attributes-best-describe-you">These attributes best describe you…</h3> <ul> <li>You are comfortable in front of customers, empathetic but understanding when to push back to help customers become successful on their own.</li> <li>You have excellent debugging and troubleshooting skills; with a mix of enough experience and intuition to zero in on root-causes for bugs that can leave others stumped.</li> <li>You are comfortable stepping outside your comfort zone. Be it delving into unfamiliar code in Vitess, one of its dependencies, or a random MySQL connector, written in a language you may not know (yet!). Working with code as your main source of documentation doesn't fluster you, and you are happy to help add/correct it as necessary where it may be inaccurate.</li> <li>You can operate independently, but you know when you are in too deep and need to ask for help.</li> <li>You know how to work under pressure in times of urgency. We and our customers both take issues with their data platform seriously.</li> </ul> <h3 id="what-you-will-need">What you will need</h3> <ul> <li>Experience supporting production databases and applications, preferably at scale.</li> <li>Experience with database internals and peformance tuning, specifically for PostgreSQL and MySQL databases</li> <li>Working knowledge of Kubernetes.</li> <li>Strong ability to communicate and deal directly with customers, whether in email, Slack, video conference, or in person.</li> </ul> <h3 id="what-else-will-help-you-be-successf