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Technical Support Lead, APJ

Post Sales (Technical and Support)/Direct Hire
Our client is one of the most exciting US tech start-ups whose is making waves in open-source distributed SQL database.

We take the success of our customers very seriously, so this is a role with huge impact. We are looking for a Technical Support Engineer based in Singapore to join our growing Technical Support team.

Responsibilities:

    • Work directly with enterprise customers to replicate, troubleshoot, and resolve complex technical issues
    • Build out a growing technical team distributed across Asia-Pacific region with core support process and skills
    • Work with our developers to identify defects and opportunities for product improvement
    • Improve the serviceability of the product by testing new features and developing tools to scale our deployments and auto-support infrastructure
    • Define and inspire changes to our product with our development engineering team based on feedback from customers and partner implementations
    • Develop and contribute to internal and external knowledge bases
    • Provide support on weekdays and also off-hours on an as needed and scheduled rotational basis
    • Be a champion for our customers. Go above and beyond to ensure customers are getting the most out of their investment.

Requirements:

    • Excellent written and verbal communication skills – you’re able to work with a wide variety of people and collaborate with geographically distributed teams and effectively communicating everything from data points to critical feedback
    • Entrepreneurial spirit and are not afraid to take on new challenges
    • Customer Obsession – you are passionate about delivering a high-quality support experience and providing customers with the tools they need to succeed. You judge our own success by the success of the team and the happiness of our customers.
    • Professional experience troubleshooting at least five of the following: Linux Sysadmin experience, Kubernetes, ansible, Postgres, MongoDB, MySQL, Cassandra, Database Administration, management of distributed systems, network troubleshooting including tcpdump, query performance, performance troubleshooting with tools like perf and strace
    • Well recommended candidates will have experience scripting and writing code in Python, Bash, and Java, or have some full stack web development experience.
    • 5-7 years in a technical support role required
    • Prior experience as technical lead preferred

JOB ID: 1827

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