Senior Technical Support Engineer

Aerospike; Cheltenham; On-site; GBP 90,000 - 130,000; Full time

Job summary

Aerospike is seeking a Senior Technical Support Engineer to join our Global Customer Support team. You will act as a technical SME, investigate and resolve the most complex, high-severity customer issues on the Aerospike Real-Time Data Platform, and mentor junior staff.

In this senior role you’ll partner with Engineering and Product teams to drive product quality, guide customers on architecture and performance tuning, and contribute to knowledge bases and internal playbooks. UK right to work.

Qualifications

• 7+ years in senior technical support, SRE, or DB administration in enterprise environments.
• Deep Linux systems administration and low-level troubleshooting (kernel tuning, memory management, disk I/O, networking).
• Experience troubleshooting distributed systems, high-availability architectures, and large-scale data platforms.
• Strong hands-on experience with NoSQL databases (Aerospike a plus) or high-performance SQL databases at scale.
• Advanced proficiency in hybrid and cloud infrastructure (AWS, GCP, or Azure).
• Proven ability to write scripts or code (Python, Bash, Go, or C/C++) for log analysis, tooling, or bug reproduction.
• Excellent problem-solving, communication, and ability to translate complex issues to executives.
• Right to work in the UK.

Responsibilities

• Lead troubleshooting and resolution for critical, highly complex issues across enterprise environments (cloud, hybrid, on-premise).
• Drive live incident remediation and high-severity escalation management for mission-critical systems.
• Partner with Core Engineering and Product to identify root causes and influence fixes and feature requests.
• Guide customers on architecture, configuration best practices, capacity planning, and performance tuning.
• Mentor and coach team members to raise technical capability across the global support organization.
• Author and review high-impact knowledge base articles, post-mortems, and troubleshooting playbooks.
• Lead or contribute to tooling, automation, and process improvements to elevate support efficiency.
• Participate in senior on-call rotation for out-of-hours and weekend escalation.

Skills

Linux administration

Distributed systems

SRE

Hybrid/cloud infrastructure

Scripting

Education

Bachelor's degree in computer science or related field

Tools

Kubernetes

Docker

AWS

GCP

Azure

Python

Bash

Go

C/C++

Job description

We are seeking an experienced, high-performing Senior Technical Support Engineer to join our Global Customer Support team. In this senior role, you will act as a technical subject matter expert responsible for investigating, diagnosing, and resolving the most complex, high-severity customer issues with the Aerospike Real-Time Data Platform. You will mentor junior team members, partner closely with Engineering and Product teams to drive product quality, and serve as a trusted technical advisor for our strategic enterprise accounts.

What You’ll Do

• Lead troubleshooting and resolution efforts for critical, highly complex technical issues across diverse enterprise customer environments (cloud, hybrid, on-premise).
• Drive live incident remediation and high-severity escalation management for mission-critical, high-throughput systems.
• Partner directly with Core Engineering and Product teams to identify root causes, influence bug fixes, and advocate for feature requests that enhance platform reliability.
• Guide enterprise customers on complex architecture, configuration best practices, capacity planning, and advanced performance tuning.
• Mentor, coach, and support team members to level up overall technical capability across the global support organization.
• Author and review high-impact Knowledge Base articles, technical post-mortems, and internal troubleshooting playbooks.
• Lead or contribute to internal tooling, automation, and process improvements to elevate support efficiency.
• Participate in a senior-level on-call rotation for out-of-hours, bank holiday, and weekend escalation coverage.

Qualifications

• 7+ years of progressive experience in senior technical support, systems engineering, site reliability engineering (SRE), or database administration in enterprise environments.
• Deep expertise in Linux systems administration and low-level system troubleshooting (kernel tuning, memory management, disk I/O, networking).
• Proven experience troubleshooting distributed systems, high-availability architectures, and large-scale data platforms.
• Strong hands‑on experience with NoSQL databases (Aerospike experience is a significant advantage) or high-performance SQL databases at scale.
• Advanced proficiency in hybrid and cloud infrastructure (AWS, GCP, or Azure).
• Proven ability to write scripts or code (Python, Bash, Go, or C/C++) for log analysis, diagnostic tooling, or reproduction of complex technical bugs.
• Exceptional problem‑solving skills with a calm, methodical approach to high‑pressure customer incidents.
• Excellent written and verbal communication skills, with a track record of effectively translating complex technical issues to executive stakeholders.
• Right to work in the UK.

Nice to Have

• Expertise with Kubernetes, Docker, and enterprise container orchestration in production environments.
• AWS/GCP/Azure Professional level certifications or CKA (Certified Kubernetes Administrator).
• Experience handling database migration projects or benchmarking enterprise workloads.

Education

• Bachelor’s degree in Computer Science, Software Engineering, or a related technical discipline—or equivalent practical/industry experience.

About Aerospike

Aerospike is an Equal Opportunity Employer. We are committed to fostering an inclusive work environment that respects diversity and promotes equality of opportunity, in alignment with the UK Equality Act 2010. We do not discriminate on the basis of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, sexual orientation, or any other protected characteristic.

Join us at Aerospike and be part of a dynamic team that is shaping the future of data management.

To keep our recruitment pipeline as high-performance as our database, Aerospike uses AI-driven tools to streamline resume reviews, scheduling, and communication. While we love smart tech, we value human connection even more. AI helps us optimize the process, but real people make 100% of the actual hiring decisions.

Aerospike is the real-time database for mission‑critical use cases and workloads, including machine learning, generative, and agentic AI. Aerospike powers millions of transactions per second with millisecond latency, at a fraction of the total cost of ownership compared to other databases.

Global leaders, including Adobe, Airtel, Barclays, Criteo, DBS Bank, Experian, Grab, HDFC Bank, PayPal, Sony Interactive Entertainment, The Trade Desk, and Wayfair, rely on Aerospike for customer 360, fraud detection, real-time bidding, profile stores, recommendation engines, and other use cases.

At Aerospike, we dream big and deliver even bigger. Our mission is unleash the power of the world’s real-time data with a database built for infinite scale, speed, and sustainability.

If you're ready to shape the future of data, join us.