Support Engineer, Munich, Germany

vor 4 Wochen

Munich, Deutschland Firebolt Vollzeit

Who We Are

Firebolt is developed by a global group of data leaders who share a passion for high performance databases and a vision to meet the rising need for instant analytics experiences for data intensive apps. Together, we're building the world's fastest and most efficient cloud data warehouse.

The Team

Firebolt’s Support team is composed of customer-focused engineers who thrive on solving complex problems. Our mission is to assist customers in building exceptional data ecosystems using Firebolt, achieved through proactive support and resolving critical issues. We tackle highly complex problems and work closely with our engineering team to ensure the best solutions for our customers. 

The Role  

As a Support Engineer at Firebolt, your primary mission is to address and resolve customer requests and issues swiftly and effectively. Your interactions will be diverse, ranging from email and Slack communications to occasional video calls, providing a personal touch where needed.

Your technical acumen will be crucial in identifying, documenting, and reporting bugs, as well as creating and sharing best practices to empower our customers. You’ll be a pivotal player in our Knowledge Community, contributing to a growing repository of resources that help both customers and team members alike.

Our team operates across different time zones, ensuring we provide exceptional, round-the-clock service. You will work full-time and be part of the on-call rotation, ready to tackle critical issues whenever they arise, including weekends, with compensation for on-call hours worked.

What You’ll Do 

  • Deliver exceptional customer support through email and chat (Slack)
  • Advocate for our customers internally with empathy across the business
  • Tackle complex customer issues and escalate to Engineers when needed
  • Investigate issues using SQL, logs, and observability tools
  • Publish internal and external best practices and guides
  • Be a founding member of a growing Support team

  • 3+ years of technical customer-facing experience in data-related products
  • Experience with database/data warehouse implementation and support
  • Intermediate to advanced knowledge of SQL and relational database systems
  • Experience solving complex issues involving diverse components and disciplines
  • Ability to convey complex topics concisely in written communications
  • Proven ability to resolve critical production issues during incidents

Nice to Have 

  • Experience working with cloud-based technologies (VMs, proxies, load balancers, etc.)
  • Hands-on experience with APIs and/or SDKs
  • Familiarity with scripting languages (e.g., Python, Bash, Perl)
  • Experience with monitoring and logging tools (e.g., Prometheus, Grafana, ELK stack)
  • Previous experience in a customer-facing technical support role

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