Sr. Dedicated Technical Support Engineer (UK)

Job Description

Databases are the beating heart of every business in the world.

Cockroach Labs is the team behind CockroachDB, an open-source, distributed SQL database. We aim to build infrastructure that keeps pace with the world, so developers can focus on what matters most: building the best products. Join us on our mission to Make Data Easy. Are you ready to aim high and build to last?

About the Role

We're looking for a Senior Dedicated Technical Support Engineer to help us make CockroachDB easy for our customers. This is a unique role in that you will head up the support effort for critical Enterprise customers and leverage our company’s resources to ensure their success with our product. Your responsibilities will be the essence of business-critical as we build our support team and expand upon our presence in the UK.

You Will

• Provide extraordinary service for both our Enterprise customers across our various support channels: Zendesk, Slack, and phone.
• Deploy your deep technical expertise in RDBMS and transactional workloads to help our customers with ongoing support.
• Work closely with the Head of Technical Support to establish a follow-the-sun model.
• Partner closely with our GM of International Sales, Account Executives, and Sales Engineers in the UK to ensure the success of our customers in the region.
• Recognize patterns among user issues, and ensure root causes are addressed.
• Contribute to tooling, documentation, and automation efforts to reduce time to resolution.
• Partner with our Documentation, Product, Sales, and Engineering teams to guide those improvements.
• Help develop and iterate on our support processes and systems.

The Expectations

In your first 30 days, you will have completed onboarding, and have developed enough expertise to take on a growing number of support tickets and customer relationships. During this time, you will familiarize yourself with CockroachDB, your customers, and the company.

After 3 months, you'll be fully integrated into the team. You'll be the main point of contact for two critical Cockroach Labs customers, and will be able to contribute to improving the scope and quality of our offerings. You’ll also regularly visit customer offices throughout England to support their teams in real-time (when it is safe and appropriate. Cockroach Labs is prioritizing safety amid the current COVID-19 outbreak).

As our team and your expertise grow, you’ll begin mentoring and training new members of the team, developing and updating training and documentation to ensure that knowledge is not lost.

You Have

• 7-10+ years supporting customers or working hands-on with distributed systems.
• The ability to travel to customer sites throughout England 10-20% of the time and willingness to work remotely.
• Prior experience collecting requirements, developing solution architectures, leading presentations and teaching prospective users or project teams how to use databases.
• A passion for working with users directly and for communicating in a way that inspires confidence.
• A natural knack for collaboratively crafting solutions with users and colleagues.
• Excitement about working independently with some of our largest customers.
• A passion for working on complex technical problems and have a strong understanding of modern infrastructure and database technologies.
• Experience creating order out of chaos, and are excited to tackle the unique challenges that teams face in their early stages.
• You are a systems thinker, with experience solving problems at their root cause.

The Team

Reporting to Tim O'Brien - Head of Customer Support

CockroachDB makes data easy. As the leader of our support team, my mission is to make CockroachDB easy. I cut my teeth at Microsoft and then moved to AppNexus, where I built the support team from three employees to a global team. When not at the office, I can be found gardening, trying to build furniture in my backyard, or skiing, depending on the season.

Our Benefits

• 100% health insurance coverage (for you and your dependents!)
• Paid parental leave (with baby bucks)
• Flex Fridays
• Flexible time off & flexible hours
• Education reimbursement
• Relocation support

Cockroach Labs is proud to be an Equal Opportunity Employer building a diverse and inclusive workforce. If you need additional accommodations to feel comfortable during your interview process, please email us at [email protected]