Senior Technical Support Engineer, Cockroach Labs

West, Distributed US

$100-125k

+Stock Options

Mid and Senior level
Remote in US

More information about location

Cockroach Labs

Cloud-native, distributed SQL database

Open for applications

Cockroach Labs

Cloud-native, distributed SQL database

501-1000 employees

B2BData storageBig dataSaaSCloud Computing

Open for applications

$100-125k

+Stock Options

Mid and Senior level
Remote in US

More information about location

501-1000 employees

B2BData storageBig dataSaaSCloud Computing

Company mission

Cockroach Labs' mission is to make data easy by providing an industry-leading model for resilience, horizontal scalability to accommodate fast-growing businesses, and the ability to move data close to business' customers, wherever they reside across the globe.

Role

Who you are

  • 4-7 years of experience working in Technical Support at a software company
  • Knowledge of distributed systems, Linux, and the ability to read and write SQL
  • Experience using Zendesk, Jira, Confluence, or similar software
  • A passion for working with users directly and knowing how to adjust the tone and content of a message so it's well received
  • An approach to critical thinking that defaults to a client-centric approach
  • Effective written and verbal communication skills including the ability to provide root cause analysis to various stakeholders
  • Excitement about working with a growing list of Enterprise customers and can provide the polish expected by Fortune 500 companies
  • A take-charge attitude where you can anticipate issues and ensure resolution to technical issues that come your way
  • Familiarity with, or are willing to learn about, the various technologies that make enterprise applications function
  • Experience creating order out of chaos
  • The ability to absorb information. You love getting into the weeds technically, but don't let that distract you from achieving your goals
  • The ability to participate in a weekend on-call rotation

What the job involves

  • Reporting to Matthew Vardi - Technical Support Manager
  • We're looking for a Senior Technical Support Engineer to help us make CockroachDB easy for our customers and open source users
  • Provide extraordinary service for both our open source users and Enterprise customers across our various support channels: chat, forum, Github, and phone
  • Develop deep technical expertise in CRDB and accompanying technologies
  • Recognize patterns among user issues, and suggest ways to improve our product and offerings
  • Partner with our Documentation, Product, Sales, and Engineering teams to guide those improvements
  • Help develop and iterate on our support processes and systems
  • In your first 30 days, you will have completed onboarding and have developed enough expertise to begin assisting users directly. During this time, you will familiarize yourself with CockroachDB, our customers, and our company
  • After 3 months, you'll be fully integrated into the team. You'll be able to manage most issues from customers and will be able to contribute to improving the scope and quality of our offerings
  • As our team and your expertise grow, you’ll begin mentoring and training new members of the team, developing and updating training and documentation to ensure that knowledge is not lost

Our take

Cockroach Labs was founded by a team of ex-Google employees who wanted to build a database management system similar to Google’s Spanner. The result is CockroachDB, an open-source distributed SQL database. It offers local or global scaling with familiar SQL, failproof fault tolerance, and guaranteed transaction consistency, and can be deployed across any cloud.

Maintaining full SQL compliance with global cloud capabilities will help Cockroach Labs take advantage of the wave of companies needing to scale their existing SQL databases onto the cloud. Cockroach Labs grew from a $2 billion valuation to $5 billion in under a year, proving itself as an enticing and approachable prospect in this developing sector.

It already commands a high-end raft of clients including Comcast, Bose, and Baidu - but competition is stiff, particularly with industry giants like Oracle and AWS. Its hope is that CockroachDB’s high failure tolerance and geo-distribution will provide attractively swift functionality whilst allowing customers to remain within their legal jurisdictions - and will prove pivotal in 5G use cases. Its success to date, targeted updates to ease network migrations, and its recent expansion into EMEA markets, suggest it has a strong shot.

Steph headshot

Steph

Company Specialist

Insights

Top investors

Few candidates hear
back within 2 weeks

11% employee growth in 12 months

Company

Funding (last 2 of 7 rounds)

Dec 2021

$278m

SERIES F

Jan 2021

$160m

SERIES E

Total funding: $633.2m

Company benefits

  • Employee referral bonus + donation match
  • Connect and Contribute days
  • Flexible Working
  • Spring Health and an Employee Assistance Program to provide free counseling and support mental health
  • $2500 annually to support learning and development through workshops, conferences, and networking events
  • We dedicate company time to bond over everything from trivia and karaoke to paint-alongs and fitness classes
  • Flexible Time Off
  • 100% health insurance coverage & One Medical membership
  • Gym discounts & free Citibike membership
  • FSA
  • 401(k)
  • 12 weeks of paid parental leave & $500 in baby bucks
  • Relocation Support

Company values

  • Commit to Excellence
  • Respect Each Other
  • Establish Balance
  • Communicate Openly & Honestly

Company HQ

Chelsea, New York, NY

Founders

Spencer Kimball

(Co-founder & CEO)

Worked at WeGo Systems as CTO for 3 years before joining Google as a Software Engineer for almost 10 years. Also, previous CTO of Viewfinder and Engineer at Square.

Previously Software Engineer at Square, Co-Founder at Viewfinder and Software Engineer at Google.

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