Technical Support Engineer (US)
July 5
🏡 Remote – Anywhere in California
Description
• Provide first-line support and troubleshoot any technical problems our users experience (product bugs, performance, recovery, security, and everything in between) • Coordinate root-cause analysis and resolution of high-complexity issues and informally assist peers with technical roadblocks and user escalations • Ensure that users have a positive experience using Neon Postgres. Be an expert on best practices in running Neon Postgres at scale • Listen to Neon users' experience and advocate for users' needs - interfacing with our product and engineer teams on their behalf, championing their short-term issues and long-term needs throughout the organization • Work with APIs, REST payloads, REST endpoints, and Neon 3rd Party Integrations to make recommendations to resolve user issues • Work with engineering and product teams to ensure service levels, support quality, and user satisfaction targets • Collaborate with the technical writer to create technical support manuals and FAQs as well as internal troubleshooting materials • Contribute to internal projects, including software development of support tools for performance, benchmarking, and diagnostics
Requirements
• Genuine desire to help people • At least 4+ years in a technical support role for cloud products • Experience supporting developer tools • Fluent written and verbal communication skills in English • Good interpersonal communication and customer service skills are needed in order to work successfully with users in high-stress or ambiguous situations • Ability to diagnose and fix technical issues in a timely manner • Ability to follow standard engineering principles and practices • Experience in working with teams across multiple locations • Ability to think on your feet, remain calm under pressure, and solve problems in real-time • Ability to get help from team members when required and the good judgment to know when to seek help • Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment
Benefits
• top-notch equipment • unlimited vacations • paid parental leaves • much more
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