Technical Support Engineer EMEA

ScyllaDB, Inc.; United States; Remote; USD 120,000 - 160,000; Full time

Job summary

ScyllaDB is seeking an experienced support engineer to assist enterprise customers running ScyllaDB in production. This hands-on role focuses on diagnosing complex issues, advising on reliable operation at scale, and turning customer feedback into product and documentation improvements.

You will investigate questions around architecture, data recovery, security, performance, and operational reliability; work with major customers to reproduce problems and guide durable solutions; and collaborate

Responsibilities

• Investigate customer questions involving architecture, data recovery, security, performance, and operational reliability.
• Advise teams on effective practices for deploying and running distributed database systems at different scales.
• Work directly with major customers to understand incidents, reproduce problems, and guide them toward durable solutions.
• Represent customer needs when collaborating with product management and software development teams.
• Help create and improve technical knowledge-base content, troubleshooting guidance, and operational recommendations.

Job description

Role overview

Support enterprise customers running a high-performance distributed database in production. This hands-on EMEA support role focuses on diagnosing complex technical issues, advising on reliable operation at scale, and turning customer feedback into product and documentation improvements.

Responsibilities

• Investigate customer questions involving architecture, data recovery, security, performance, and operational reliability.
• Advise teams on effective practices for deploying and running distributed database systems at different scales.
• Work directly with major customers to understand incidents, reproduce problems, and guide them toward durable solutions.
• Represent customer needs when collaborating with product management and software development teams.
• Help create and improve technical knowledge-base content, troubleshooting guidance, and operational recommendations.

Requirements

• Strong hands-on technical support or systems engineering experience.
• Ability to analyze complex production issues across architecture, performance, security, and recovery concerns.
• Clear communication skills for working with technical customers and internal engineering stakeholders.
• A practical, investigative approach to troubleshooting distributed systems.
• Willingness to build expertise in database operations and share that knowledge through documentation.