Technical Support Engineer

SurrealDB; Brasília; Presencial; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

A leading database company in Brasília is seeking a Technical Support Engineer responsible for providing comprehensive technical support. This hands-on role involves resolving customer issues, optimizing queries, and enhancing support workflows. Ideal candidates will have a solid technical background, strong communication skills, and a customer-focused approach. Join a diverse team at the forefront of database innovation, contributing to a rapidly growing company in a rewarding environment.

Serviços

Collaborative work environment

Growth-oriented culture

Diverse team from various backgrounds

Qualificações

• Strong technical background with hands-on experience in debugging and troubleshooting.
• Excellent communication skills to explain technical concepts to various audiences.
• Customer-focused mindset driven by reliability and quality.

Responsabilidades

• Deliver end-to-end technical support from ticket resolution to incident escalations.
• Support customers with SurrealDB-specific issues including query optimization.
• Collaborate closely with Engineering and Product teams for issue resolution.

Conhecimentos

Debugging

Troubleshooting

Excellent communication skills

Customer-focused mindset

Ferramentas

Docker

Kubernetes

APIs

Descrição da oferta de emprego

The role

The Technical Support Engineer will help build and scale SurrealDB’s global support function. This is a hands-on, end-to-end role, covering frontline support through to deep technical escalation, incident response, tooling, and process design. You’ll work closely with the Head of Customer & Implementation, while collaborating across Engineering, Product, Cloud, and Sales.

You’ll play a critical role in ensuring customer trust, reliability, and satisfaction, not just by resolving issues, but by helping define how support operates as SurrealDB scales. This role fits someone who enjoys being both an operator and a builder: solving real customer problems while creating the systems, playbooks, and workflows that make support scalable.

What you\'ll be doing

• Deliver end-to-end technical support (T1–T3), from frontline ticket resolution through to complex incident escalations.
• Support customers with SurrealDB-specific issues, including:
• Writing, debugging, and optimising SurrealQL queries.
• Advising on schema design, indexing, and data modelling across SurrealDB’s multi-model architecture.
• Supporting integrations with client libraries (TypeScript, Rust, Python, Go).
• Troubleshooting authentication, access control, and configuration issues.
• Participate in the on-call rotation, responding to Grafana alerts and Sev1/Sev2 incidents.
• Debug and investigate issues in close collaboration with Cloud and Engineering teams, including reproducing problems and performing root cause analysis.
• Build and maintain support processes, runbooks, documentation, and the knowledge base, including contributions to AI-assisted support tooling.
• Contribute to defining and improving support workflows, tooling, metrics, and SLAs as the function scales.
• Support customer success activities, including onboarding, adoption, renewals, and input into QBRs.
• Assist with executive-level escalations and customer communications when required.
• Create a strong feedback loop into Product and Engineering, surfacing recurring issues, bugs, and customer pain points.
• Identify and implement opportunities for support automation and operational improvements.

About you

• Strong technical background with hands-on experience in debugging, troubleshooting, and incident response.
• Excellent communication skills, with the ability to explain technical concepts clearly to both technical and non-technical audiences.
• Comfortable working in a startup or scale-up environment, with the initiative to identify gaps and build solutions from scratch.
• Customer-focused mindset, motivated by reliability, quality, and acting as the voice of the customer internally.
• Experience contributing to documentation, runbooks, or knowledge bases.
• Experience contributing to or working with open source software.

Technical experience

• Solid understanding of databases, including SQL concepts, schema design, indexing, transactions, and performance troubleshooting.
• Experience with at least two of the following:
• Relational databases (e.g. PostgreSQL, MySQL)
• Document databases (e.g. MongoDB)
• Graph databases (e.g. Neo4j)
• Caching or search systems (e.g. Redis, Elasticsearch)
• Exposure to distributed data systems (e.g. CockroachDB, Yugabyte, TiDB, Spanner, or sharding approaches).
• Ability to debug connectivity, configuration, and deployment issues across cloud-managed and self-hosted environments.
• Working knowledge of cloud-native infrastructure, including Docker, Kubernetes, CI/CD pipelines, and monitoring/logging.
• Comfort working with APIs, SDKs, and developer tooling.
• Familiarity with Linux, networking, and container fundamentals.
• Fluent written and spoken English.

We understand that each candidate brings a unique set of skills and experiences, and we encourage applicants to apply even if you do not meet every qualification listed.

About SurrealDB

Join SurrealDB to be at the forefront of database innovation, where your work impacts the future of data management in a collaborative, growth-oriented and rewarding environment.

Backed by leading VCs, Surreal is the fastest-growing database company of all time and one of the fastest-growing source-available/open-source software products. We\'re a startup with an ambitious mission to build the ultimate multi-model database for tomorrow\'s applications. We\'re seeking to hire the best: people who care deeply about the work they do and care about the people with whom they create and promote the product.

We\'ve established a multicultural team from around the globe, welcoming members from all backgrounds and age groups, spanning from 18 to 72 years! As we continue to grow, our commitment to building a diverse team remains a top priority. We foster a culture where everyone is encouraged to share their passions outside work with one another and within our community meet ups. Our team includes opera singers, actors, poets, and sports enthusiasts!

Apply Now

Our Hiring Process

Stage 1: Meet the People Team & Hiring Manager

Stage 2: Support & Systems Interview

Stage 3: Technical Deep Dive

Stage 4: Values Interview

Find out more

Not quite right? Register your interest to be notified of any roles that come along that meet your criteria.

Register Your Interest