Support Engineer

Singlestore; San Francisco (CA); On-site; USD 120,000 - 180,000; Full time

Job summary

SingleStore is seeking a Support Engineer to work with enterprise customers, diagnosing complex issues by diving into database internals, Linux configurations, and SQL behavior. You will collaborate across engineering, sales, and technical account management to document issues and improve processes.

The role emphasizes hands-on debugging, performance tuning, and contributing to internal and public documentation while maintaining a strong focus on customer satisfaction.

Qualifications

• 4+ years of advanced customer-facing technical support experience.
• Experience with MySQL or MySQL-like databases and SQL query optimization.
• A solid Kubernetes and sysadmin skill set; comfortable testing software and navigating large log files.
• Experience with a scripting or coding language (Python, Bash, or Go).
• Familiarity with distributed systems and AWS/GCP; understanding deployment across multiple machines.
• Strong written and verbal English communication skills.

Responsibilities

• Provide email and live technical support to enterprise customers, acting as the first line of defense for complex technical issues, bug diagnosis, or resolving outages.
• Identify and reproduce product issues, perform QA, and submit bug reports or feature requests to Engineering.
• Collaborate closely with software developers, sales engineers, and technical account managers to keep teams updated on customer issues.
• Help streamline and improve Support and Engineering processes and tools, author run-books or public documentation, and improve efficiency.
• Ensure customers have a positive support experience during every interaction.

Skills

MySQL expertise

Kubernetes

Linux admin

Scripting language

Distributed systems

English communication

Tools

AWS

GCP

Job description

Position Overview
Our customers are at the forefront of some of the most interesting data in the world, using SingleStore to push the boundaries every day. To do this well, they leverage the expertise of our Support Engineering Team, composed of technical subject matter experts on the frontlines of critical customer issues.
This Support Engineering role skews far more towards engineering than typical technical support as you will need to delve into database internals and memory allocators, investigate Linux and host-related configurations, and diagnose SQL query behavior, all in the name of resolving complex database issues. Our Support Engineers are constantly learning a wide range of customer systems and technical concepts and are thrilled by the new and exciting challenges that they encounter on a regular basis.
To accurately identify the source and solution of an issue, this team will take the time to learn about the customer’s business and systems while helping to improve their fundamental SingleStore and database operational knowledge. This often requires additional research and time spent on learning new technologies and tools outside of SingleStore while also being deeply engaged with multiple departments including development teams, query performance engineering, product management, infrastructure SREs, etc.

Required Hours:

• Monday to Friday
  US West Coast (09:00 AM - 06:00 PM PST)

What you'll do:

• Provide email and live technical support to our enterprise customers, acting as the first line of defense for complex technical issues, bug diagnosis, or resolving critical outages.
• Identify and reproduce product issues, perform QA, and submit formal bug reports or feature requests to the appropriate Engineering team.
• Collaborate closely with software developers, sales engineers, and technical account managers to keep all teams up to date with current issues a customer may be facing.
• Work to streamline and improve various Support and Engineering processes and tools, author new internal run-books or public documentation, and help the team continually improve efficiency and effectiveness.
• Ensure customers have a positive support experience during every interaction.

Your Experience:

• 4+ years of advanced customer-facing technical support experience.
• Experience with MySQL or MySQL-like (MariaDB, Aurora, etc) database and SQL Query Optimization.
• A solid Kubernetes and sysadmin skill set. Also, comfortable testing software and finding its limits, hands-on with Linux, checking utilization of system I/O, measuring network throughput, and are comfortable navigating large log files.
• Experience with a scripting or coding language. Whether it’s Python, Bash, or Go, you should have a go-to solution for quick and dirty problem-solving and be able to navigate through our code base.
• Familiarity with distributed systems and AWS/GCP. You understand how organizations deploy and maintain distributed applications and services across multiple machines Bonus points for knowing how to analyze them for performance bottlenecks and remove single points of failure.
• Strong written and verbal English communication skills. Have the ability to explain technical concepts to a wide range of end-users.

About us:
SingleStore delivers the cloud-native database with the speed and scale to power the world’s data-intensive applications. With a distributed SQL database that introduces simplicity to your data architecture by unifying transactions and analytics, SingleStore empowers digital leaders to deliver exceptional, real-time data experiences to their customers. SingleStore is venture-backed and headquartered in San Francisco with offices in Sunnyvale, Raleigh, Seattle, Boston, London, Lisbon, Bangalore, Dublin and Kyiv.

Consistent with our commitment to diversity & inclusion, we value individuals with the ability to work on diverse teams and with a diverse range of people.

SingleStore values individuals for their unique skills and experiences, and we’re proud to offer roles in a variety of locations across the United States. Salary is based on permissible, non-discriminatory factors such as skills, experience, and geographic location, and is just one part of our total compensation and benefits package. For candidates residing in California, please see our California Recruitment Privacy Notice . For candidates residing in the EEA, UK, and Switzerland, please see our EEA, UK, and Swiss Recruitment Privacy Notice.

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in SingleStore’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.