Support Engineer (100 Remote)

Severalnines; Daerah Khusus Ibukota Jakarta; Remote; IDR 501.672.000 - 836.121.000; Full time

Job summary

A tech-focused startup is looking for a Support Engineer to diagnose and resolve issues for their flagship product. Candidates should have experience in technical support and be proficient with databases like MySQL or PostgreSQL. This remote role allows for flexible hours and promises a supportive team environment.

Benefits

4 weeks of paid vacation annually

Learning and development budget

Home-office stipend

Modern equipment

Inclusive team environment

Qualifications

• 3+ years in technical support, SRE/DevOps, or DBA roles.
• Strong Linux fundamentals.
• Hands-on with databases such as MySQL/MariaDB or PostgreSQL.

Responsibilities

• Diagnose production issues and guide best practices.
• Own customer cases end-to-end.
• Improve tooling to speed diagnosis.

Skills

Technical support experience

Linux fundamentals

Scripting in Bash

Customer-centric communication

Tools

MySQL/MariaDB

PostgreSQL

MongoDB

Docker

Kubernetes

Job description

Looking to join a vibrant startup with the security of an established team and product?

We're looking for a great support engineer to join our support team. Our support team is dedicated to helping and educating people who use our flagship product, ClusterControl. Whether our colleagues are working on troubleshooting a complex customer issue, teaching someone how to use a feature, or discussing new feature requests with our development team, they can always be found going above and beyond the call of duty. Our customers and users are our main priority at all times, and we're looking for someone with an equally customer-focused mindset.

This position requires advanced troubleshooting skills and creative problem-solving capabilities. You will work remotely as there is no central office, and most of us work from home. You will also take part in an on‑call rotation.

What Will Be Your Responsibilities

As a Support Engineer, you'll be the front line for our customers, where you will diagnose production issues, guide best practices, and collaborate with Engineering to improve product reliability. You'll work across Linux, networks, clouds, and open‑source databases, often reproducing problems, crafting workarounds, and documenting clear solutions.

What You'll Do

Own customer cases end-to-end: triage, troubleshoot, resolve, and clearly communicate status and next steps.

Diagnose issues across the stack: databases (MySQL/MariaDB, PostgreSQL, MongoDB), HA/replication, backups, performance, OS/networking, cloud, and container runtimes.

Reproduce bugs and edge cases: capture logs, craft minimal reproducible examples, and escape issues with technical detail.

Guide customers through installs, upgrades, migrations, recovery operations, and performance tuning.

Maintain SLAs and contribute to 24×7 coverage with a rotating on‑call.

Write and improve knowledge base articles, runbooks, troubleshooting playbooks, and customer‑facing documentation.

Partner with Product/Engineering by providing structured feedback from the field and validating fixes.

Continuously improve tooling (scripts, dashboards, alerts) to speed diagnosis and reduce recurring incidents.

What You'll Bring

3+ years in technical support, SRE/DevOps, or DBA roles supporting production systems.

Strong Linux fundamentals (systemd, filesystems, networking, process/resource analysis).

Hands‑on with at least one: MySQL/MariaDB (incl replication/Galera), PostgreSQL (WAL/streaming), or MongoDB (replica sets/sharding).

Solid grasp of HA/replication, backups & recovery (e.g., mariabackup/xtrabackup, pg_basebackup/WAL, mongodump/mongorestore), observability (logs, metrics, traces).

Scripting in Bash and at least one higher‑level language (Python preferred).

Comfort with clouds (AWS/GCP/Azure), object storage (S3/MinIO), proxies/load balancers (ProxySQL, HAProxy, Keepalived), and containers (Docker/Kubernetes) is a plus.

Familiarity with performance analysis (query plans, indexing, connection pooling) and security basics (TLS, access controls).

Excellent written and spoken English; customer‑centric communication, with a calm demeanor under pressure.

Nice To Have

Infra‑as‑Code (Terraform/Ansible/cloud‑init), Prometheus/Grafana, or incident management tooling.

Experience with Redis/Valkey, Elasticsearch, or Microsoft SQL Server.

Experience in distributed, fully remote teams and across multiple time zones.

Experience with Severalnines products (e.g., ClusterControl) or similar database automation/management platforms.

How We Work

Remote‑first, async‑friendly collaboration (Slack, ticketing, video). Pragmatic on‑call with clear runbooks and escalation paths. Continuous learning culture with budget for training/certifications and time to upskill.

Benefits

Flexible, remote work with APAC‑friendly hours.

4 weeks of paid vacation annually.

Additional birthday day off.

Paid public holidays in your country.

Learning & development budget, home‑office stipend, and modern equipment.

Inclusive, supportive team environment.