About HarperDB
HarperDB is a new type of development technology that combines distributed database, cache, application, and streaming systems into a single process. By collapsing the stack from multiple systems into one, we bypass costly serialization and latency-inducing network hops so that services are more performant and lower cost than ever before possible. Simply put, HarperDB is a better way of building enterprise technology services when performance, cost, and simplicity at scale matter. Join our passionate team in building a better future for development teams of all sizes.
Job Description:
HarperDB is seeking a Technical Customer Support Engineer to serve as the first point of contact for our customers. In this role, you will provide world-class technical support, troubleshoot complex issues, and collaborate with engineering teams to enhance our product. Your ability to code, understand infrastructure, and manage distributed database-related challenges is critical. This position requires residing and working in Australia and supporting customers across multiple time zones.
Responsibilities:
- Provide timely, accurate, and empathetic technical support to customers across various industries.
- Troubleshoot and resolve complex technical issues related to HarperDB’s database, caching, application, and streaming capabilities.
- Serve as the technical first responder for critical incidents, analyzing logs and system metrics to identify root causes.
- Triage, prioritize, and document technical issues, escalating when necessary.
- Collaborate with engineering teams to resolve bugs, identify feature requests, and improve overall product performance.
- Contribute to customer-facing documentation, internal knowledge bases, and functional testing.
- Participate in on-call rotations to ensure 24/7 support coverage, including weekend shifts on a rotating basis (e.g., Fri/Sat or Sun/Mon).
- Parse and differentiate between customer issues and feature requests.
- Write technical documentation, assist with testing, and contribute to technical blogs.
Skills:
- Must reside in Australia and have permission to work legally or Applicants must be residents of Australia and possess legal authorization to work.
- Minimum of 2+ years as a software developer.
- Minimum of 2+ years in customer support engineering, preferably in a startup environment.
- Strong background in SQL and NoSQL databases.
- Proficiency in troubleshooting database and application performance issues.
- Hands-on coding experience (Node.js, Python, or Go preferred).
- APIs and web services communication protocols and queries (REST, WS, MQTT, GraphQL)
- Web applications authentication and basic security knowledge.
- Infrastructure knowledge, including cloud platforms (AWS, Azure, GCP), containerization (Docker, Kubernetes), and monitoring tools (DataDog, Prometheus/Grafana).
- Experience with customer support tools and ticketing systems.
- Ability to resolve Level 1 and Level 2 technical issues independently, escalating only complex problems.
- Exceptional communication skills, including the ability to convey technical concepts to non-technical users.
- Emotional intelligence and the ability to handle customer interactions with professionalism and empathy.
- Strong problem-solving skills and the confidence to stand firm on technical accuracy when addressing customer misconceptions.
Why Join Us:
- Competitive salary in the range of $9,300-$12,800 USD gross pay per month (based on experience).
- Opportunity to work on cutting-edge technology and make a real impact.
- Work in a fast-paced, dynamic, and collaborative environment.
- Be part of a passionate team that is redefining the database landscape.
If you are a motivated self-starter who thrives in a fast-paced environment and shares our values of transparency, authenticity, and empowerment, we want to hear from you!
Interview Process
- 1st Stage: 30 minute Zoom conversation with one member of Operations Team
- 2nd Stage: Additional interview questions (typically about 30-45 minutes on Zoom) with members of HarperDB Engineering or Delivery team.
- 3rd Stage: Additional interview questions (typically about 30-45 minutes on Zoom) with HarperDB Co-Founder
- 4th Stage: 30 minute Zoom conversation with HarperDB Co-Founder