All positions

Support Engineer - North America

Apply Now
Remote - North America
Support

PlanetScale is growing rapidly and reinventing the database space. We have built the database for developers unlike any others – we kept the good parts of the relational database and left behind the baggage. Because our 'touch of the button' solutions are so unique, our customers choose to entrust us with what is often their most precious digital assets, so the stakes couldn't be higher.

We have built a fully hosted database-as-a-service that allows developers and businesses to deploy new databases around the globe with just a few clicks and manages them with production grade workflows via an intuitive user interface. We take care of backups, restores, applying schema changes, and applying software patches while providing world class durability and availability guarantees. We call this PlanetScale Cloud.

PlanetScale is building our Support team. This is a great opportunity to help establish, scale, and develop a developer-focused support team. Day to day you’ll help on the support queue, submit improvements to PlanetScale and it’s documentation, collaborate with the engineering team, and most importantly be a trusted partner for our developer community and customers.

With this role, you will have the opportunity to work remotely from North America.

What’s the job to be done?

  • You will be responsible for our day-to-day direct to developer support. When there are questions you will find the answers, when there are problems you will help fix them. 
  • You will respond to, debug, and fix customer support issues via support tickets and our public discussion board.
  • You will create or assist with the creation of materials/documentation for the developer support team.
  • You will demonstrate to developers how to modify their queries and applications in order to enable them to use PlanetScale Cloud to its fullest.
  • You will suggest and prioritize fixes and improvements for our engineering team.
  • You will take part in a light on-call rotation.

These attributes best describe you…

  • You are data-driven, team-oriented, and comfortable communicating across many audiences.
  • You are highly organized and able to operate in ambiguous or changing situations.
  • You thrive in an environment of cross-department collaboration.
  • You want to own and design processes and programs, and make a significant impact on the success of the business. 
  • You are a self-starting, enthusiastic individual who is willing to take innovative approaches and responsibility for outcomes.

What you will need

  • Experience with various application frameworks and their interactions with databases (ORMs, etc.). Our customers use all kinds of languages and frameworks to speak to PlanetScale. While no-one can possibly be fluent with all of them, knowledge of a few can be super useful
  • Willingness to explore new languages and frameworks, as required, to be able to assist customers
  • Knowledge of or experience with SQL, preferably MySQL
  • Programming experience. While you will not be programming full-time, you will need to have the ability to find problems by reading and navigating unfamiliar code
  • Strong communication skills, both written and verbal
  • Strong sense of empathy and the ability to understand and advocate for your peers and  customers

What else will help you be successful

  • Experience working in a remote organization
  • Basic knowledge of open source development and communities 
  • Exposure to relational databases or software development
  • Experience building organizations from the ground up

 

At PlanetScale we believe in supporting people to do their best work and thrive no matter the location. Our mission is to build a diverse, equitable, and inclusive company. We strive to build an inclusive environment where all people feel that they are equally respected and valued, whether they are a candidate or an employee. We welcome applicants of any educational background, gender identity and expression, sexual orientation, religion, ethnicity, age, citizenship, socioeconomic status, disability, pregnancy status, and veteran status.

If you have a disability, please let us know if there's any way we can make the interview process better for you; we're happy to accommodate!

 

#LI-Recruiter

Perks at PlanetScale

Work with top tier teammates around the globe
Competitive salary & equity
Unlimited PTO

Apply to Support Engineer - North America

Upload(No file uploaded)
(.doc, .docx, .pdf, .txt, .rtf)
Upload(No file uploaded)
(.doc, .docx, .pdf, .txt, .rtf)
U.S. Equal Opportunity Employment Information (Completion is voluntary)

Individuals seeking employment at this company are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

Race and Ethnic Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Form CC-305
OMB Control Number 1250-0005
Expires 05/31/2023

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Autism
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
  • Blind or low vision
  • Cancer
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or hard of hearing
  • Depression or anxiety
  • Diabetes
  • Epilepsy
  • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
  • Intellectual disability
  • Missing limbs or partially missing limbs
  • Nervous system condition for example, migraine headaches, Parkinson’s disease, or Multiple sclerosis (MS)
  • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.