Support Engineer

Aiven; Toronto; Hybrid; CAD 50,000 - 75,000; Full time

Job summary

Aiven is seeking a customer support professional passionate about open-source technology. This role involves interacting with clients, resolving issues with technologies like PostgreSQL and Kafka, and proactively contributing to our knowledge base. Join a global team dedicated to customer success and innovation, with comprehensive support for your professional development.

Benefits

Comprehensive health insurance

Employee Assistance Program

Annual learning budget

Equity plan participation

Qualifications

• Interest in learning Aiven platform and products.
• Familiarity with Linux and networking.
• Experience in supporting customers in a SaaS environment.

Responsibilities

• Handle customer cases and support requests promptly.
• Learn and understand open-source databases.
• Collaborate with team members to troubleshoot issues.

Skills

Excellent communication

Good decision making

Willingness to collaborate

Tools

Jira

Slack

ServiceCloud

GitHub

Job description

We’re a global team of over 400 people, working together to push the boundaries of open-source technology and multi-cloud solutions. Our vision is to become the trusted Data & AI Platform for everyone, leveraging the most popular open-source technologies like Apache Kafka, Aiven for PostgreSQL, Aiven for Clickhouse, and Aiven for OpenSearch. to help companies accelerate time-to-market, drive efficiency, and build innovative solutions across any cloud.

About this Team:

Our support team thrives on tackling complex challenges with technical brilliance and a customer-first mindset, guided by a spirit of ownership and collaboration.

Our customers are primarily Enterprise developers with a good understanding of technology, and we are tightly integrated with Product Development, Ops, and SRE teams.

Depending on your interests, you can also participate in new feature development (we love Python) and improving our automation tooling. In Support, we love building technology to automate our repetitive tasks.

Who we are:

So, how do we become the trusted open-source data platform for everyone? By listening closely to our customers and taking action to ensure they achieve their business goals. You see, the software we create is merely a means of delivering value. Our thinking is customer-first. That’s why our customers are at the front and center of all we do. And in the spirit of sideways thinking, we’re by their side as well. Actively helping them solve their challenges. Collaborating. Sharing. And innovating. In other words, it really isn’t just about who we are. It’s about who our customers are – and where they want to be.

Our Crabby Principles:

Aiveners use the V2MOM framework to set and align on business goals. In order to achieve those business goals we live by our ‘Crabby Principles’ which unite us in our ways of working, globally.

These principles are embedded in our business processes and support us in collaborating and role modelling positive and productive behaviours in our daily work, something you will have the opportunity to demonstrate throughout your interview journey with us.

What You’ll Do:

• Work on customer cases and respond within our SLAs, ensuring support requests are handled promptly, and in a professional and helpful manner with the help of team members.
• Understand and be ready to learn open-source databases such as PostgreSQL, MySQL as well as other technologies like Kafka, Opensearch and Grafana, deployed across any of the cloud providers (AWS, Google Cloud, Azure and others).
• Engage with customers and partners, working collaboratively via our ticketing system, and occasionally by phone or remote sessions, to diagnose and resolve customer issues.
• Troubleshoot and escalate technical issues with help of the team and engage with other stakeholders within the company, for example Operations and Sales teams.
• Research, reproduce and report product malfunctions using tools like Jira.
• Contribute actively to our internal and external product knowledge base.
• Be mentored based on your experience level and eagerness to learn.

What We’re Looking For:

• Interest in learning and mastering the Aiven platform and the products we offer
• Excellent communication skills - clear, concise and effective communication with customers and colleagues
• Good decision making skills, knowing when to escalate and what information to provide during escalations
• Willingness to collaborate, share and learn from your colleagues
• Experience in supporting customers in a SaaS environment; bonus points if you have familiarity with any of the technologies offered by Aiven
• Basic-level Linux and networking knowledge (we use Fedora as our work development environment and the Linux command line is our best friend!)
• Interest in software engineering and solving problems
• Experience with at least one of the public clouds such as: AWS, Google Cloud, Azure Cloud

Nice to have:

• Experience with any of the following products: Apache Kafka, PostgreSQL, MySQL, Grafana and Opensearch and/or Opensearch
• Bonus if you have some of the acknowledged certifications (such as ones for AWS, Google Cloud, Azure Cloud)
• Previous use of Slack, ServiceCloud, Google, Jira, Zendesk , and/or Github
• Testing of any of the following products: Apache Kafka, PostgreSQL, MySQL, Grafana and Opensearch.
• Proficiency in additional languages, especially French or German, is a plus

Our Offer:

If you ask us what’s the best thing about working for Aiven, many will probably say it’s the high concentration of talent from around the world that we have here. Enjoy the agile environment of a hyperscale scale-up where you can truly make an impact and have fun while at it.

We invest in you:

• Participate in Aiven’s equity plan.
• With Aiven locations spanning the globe, we want all of our crabs to find the right balance with our hybrid work policy.
• Get the equipment you need to set yourself up for success.
• Step up your career game with real employer support (use one of our learning platforms, annual learning budget, and more).
• Get holistic wellbeing support through our global Employee Assistance Program.

Make a difference at Aiven:

• Contribute to open-source projects that you find meaningful outside of work - and get paid for it! Our Plankton program recognizes extra work to the open-source ecosystem for developers and non-developers alike.
• Use up to 5 days per year to volunteer for a good cause of your choice.
• Join one of our team member resource groups - empower yourself and others in missions that resonate with you.

What else:

• Need insurance? We’ve got you covered - benefit from our: Comprehensive health insurance including dental and vision benefits, Travel medical insurance and Life and AD&D insurance
• Make the most of the various discount programs on offer
• Looking after your future: you’re covered by our group RRSP retirement plan

Amazing! What’s next:

Once applying you should hear from our Talent Experience Partnering team within five days regarding the status of your application. If you are selected to move forward, you can generally expect the following four interview stages:

1. 60-minute call with one of our Talent Experience Partners
2. 60-minute Depth of Expertise Interview
3. 60-minute Skills Interview with the wider team
4. 60-minute Crabby Principles Interview

How to Recognize and Avoid Employment Scams:

There has been a rise in fake job postings used by scammers to get personal information. Please familiarize yourself with the red flags of a potential scam.

Here at Aiven, all of our emails relating to recruitment come from an @aiven.io, @greenhouse.io or @eu.greenhouse.io domain and all of our interviews are conducted over video call or in person, our interviews will never occur over text or chat. If you’re unsure of the legitimacy of a job opportunity/offer pertaining to Aiven, please don’t hesitate to reach out to us at [e-mail].

Equal Opportunities:

Aiven provides equal employment opportunities to all qualified employees and applicants for employment without regard to age, gender identity, national or ethnic origin, religion, sexual orientation, physical and mental ability, marital and family status or without regard to any other similar personal attributes. Aiven complies with applicable local laws governing non-discrimination in employment in every location in which the company operates. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, transfer, leaves of absence, compensation, training and any other terms and conditions related to employment.

At Aiven we are committed to providing reasonable accommodations for qualified individuals with disabilities or special needs in our working environment and job application procedures. We make all reasonable accommodations for persons with disabilities or who otherwise need support to thrive in the workplace. We are committed to continuously improving workplace accessibility. There is an option to request a discussion in the application process but if you have any questions before applying please write to us at [e-mail].