Technical Customer Support Engineer - (Australia)

at  HarperDB Inc

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.

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.

• 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.