Senior Database Support Engineer

ArangoDB is an open-source, highly scalable Graph Database with Multi-Model capabilities. In addition to graph it is natively supporting a number of data models including Document, and Key-Value as well as Full-Text Search and Retrieval. It serves as the scalable backbone for Graph-Analytics and complex data architectures across many different industries. Developers can build high-performance applications using a convenient SQL-like query language or JavaScript extensions. Oh, and did we mention it is open source?

Join our Customer Success Team at ArangoDB to provide high-quality post-sales services to our Enterprise Customers. As Senior Database Support Engineer you can contribute your expertise and personality to make our Customers and Community Users successful, and build a world-class NoSQL database with us. You will be part of an extremely committed and globally distributed remote team, which provides 24/7 reactive technical support. The role requires on-call rotation and off-hour work, if necessary.

About the Role

• Provide quantifiable and awesome customer support experience for all our users via ticketing system and video calls
• Work closely with Customers to troubleshoot ArangoDB problems on various configurations
• Interact with our Engineering Team to drive to the resolution of the most challenging issues
• Educate customers on best practice materials for all aspects of ArangoDB
• Leverage product usage data to proactively engage Customers experiencing product issues
• Advocate the Customer’s perspective during product and architecture planning
• Work directly with Field Operations (Sales, PreSales), Product Management to process, defect, and feature requests encountered during adoption and retention effort
• As we provide 24/7 reactive technical support, the position requires some off-hours work and on-call

Your Skills

• Prior experience in customer-facing roles, Distributed Systems/Database, and SQL or NoSQL technologies
• Experience with containerization (Kubernetes)
• Unix/Linux system administration (RedHat, CentOS, Ubuntu)
• Experience with at least one programming language, e.g. Java, C++, Javascript, GoLang
• Experience with ticketing systems (JIRA, Salesforce, etc.)
• Remaining calm in pressure situations and adapting quickly to change
• Strong troubleshooting and excellent technical communication skills
• Experience with databases and especially graph technologies is considered a plus

Location

• All candidates in Europe & East Coast US will be considered. This will be a fully remote role. Availability to travel within the EMEA region and to our location in the United States is NOT required.
• The over 80 minds of ArangoDB come from 4 different continents and over a dozen countries. Diverse backgrounds enable us to see new solutions. We love this diversity and encourage everyone who is curious and visionary to join the multi-model movement.