PlanetScale is growing rapidly and reinventing the database space. We have built the database for power users unlike any others – we kept the good parts of transactional datastores and left behind the baggage. Because of this, our customers choose to entrust us with what is often their most precious digital assets, so the stakes couldn't be higher.
We build our platform on top of Vitess and MySQL, host it on AWS and GCP and serve customers around the world at almost every industry and scale.
To support both our cloud platform and enterprise customers, the Customer Engineering team leads the way. We are looking for more Enterprise Support Engineers based within a few hours of GMT (UTC+0) to join our team.
What's the job to be done?
- You will advise and handle support requests from enterprise customers on the PlanetScale platform.
- You will become a customer-facing subject-matter expert for enterprise customers on the PlanetScale platform.
- 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.
- You will be part of an on call rotation for high priority issues.
These attributes best describe you…
- You are comfortable in front of customers, empathetic but understanding when to push back to help customers become successful on their own.
- 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.
- 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.
- You can operate independently, but you know when you are in too deep and need to ask for help.
- You know how to work under pressure in times of urgency. We and our customers both take issues with their data platform seriously.
What you will need
- Experience supporting production databases and applications, preferably at scale.
- Working knowledge of Kubernetes.
- Working knowledge of one or more of the major cloud IaaS platforms (AWS, Azure, GCP).
- Experience with MySQL and SQL.
- Strong ability to communicate and deal directly with customers, whether in email, Slack, video conference, or in person.
What else will help you be successful
- Knowledge of common application deployment platforms and frameworks. Our customers use all kinds of languages and frameworks to speak to the PlanetScale platform. While no-one can possibly be fluent with all of them, knowledge of a few can be super-useful.
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 need any accommodations, please inform our Talent Acquisition team upon initial contact. We are happy to accommodate!
Total Compensation and Pay Transparency
An employee’s total compensation consists of base salary + variable comp where appropriate + benefits + equity. A member of our Talent Acquisition team will be happy to answer any further questions when we engage with you to begin the interview process.
Salary range: US $120,000 - $211,000 / Europe €100,000 - €166,000
Email careers@planetscale.com to apply for this role.