portal resources jobs companies f fauna inc. sr. customer support engineer - remote

Sr. Customer Support Engineer - Remote


This position is fully remote and can be located anywhere +/- 2 hours of Pacific Standard Time, preferably in North America's West Coast.



Come help bring Fauna’s highly innovative database to the developer community as a Senior Customer Support Engineer!



At Fauna, we're helping developers build fearlessly by providing a secure, operations-free and maintenance-free, serverless data API with global consistency. We're disrupting a $40B+ operational database market, and we’re just getting started. We have 40,000+ developers using our product. You’ll be working with a talented team of people who have built highly successful companies and globally-distributed systems at companies such as Twitter, Okta, AWS, Microsoft, and Oracle.



We are looking for someone who is an ace troubleshooter and cares deeply about helping your customers. You understand that customers are happiest when you not only understand their challenges and can guide them to a long term solution, but you are also great to work with. Since Fauna is growing fast, you can bring your experience with customer support systems and practices to assist implementing automations, optimizations, and new capabilities to improve our customer experience and grow Fauna’s efficiency and scale. As a critical voice of the customer and deep user experience expert, you will have the chance to impact Fauna’s product roadmap, user experience, and bug fix priorities.



What You Will Do

  • Exercise your exceptional customer relationship, diagnosis, root cause analysis, and troubleshooting skills to insure Fauna customers are successful and happy.
  • Engage with Fauna’s customers and community all over the world through written and verbal communication to answer questions, resolve issues, and educate them on Fauna
  • Manage and resolve customer incidents and questions expediently while providing a high quality customer experience, ensuring that our customer satisfaction and support level commitments are met and exceeded.
  • Identify issues with high customer impact and escalate them appropriately with Engineering, Product, and Community.
  • Drive customer escalations and live site issues to resolution while communicating with customers and managing their expectations.
  • Be a key voice of the customer and advocate for users' needs in collaborating internally with Engineering, Product, and Community to help drive product roadmap and bug fix priorities
  • Help brainstorm, automate, and creating new support infrastructure to drive efficiency, effectiveness, and to continuously improve the customer experience
  • Core work hours for this position are US West Coast PST hours. In addition there will be an on-call rotation to cover after-hours and weekend / holidays escalations.




Requirements



What you bring
  • 5+ years experience in a customer support engineer role preferably with SaaS, developer or hosted database products.
  • Solid understanding of distributed system concepts from experience with systems such as PostgresSQL, Cassandra, Couchbase, Kafka, Elasticsearch, Redis, etc
  • Proven ability to troubleshoot and identify root cause in both client applications and database operations of enterprise mission critical systems
  • Ability to troubleshoot database queries written in Java, Scala, Python, Go, C#, etc
  • Have a genuine interest in helping your customers and delivering a great experience with questions of various levels of complexity
  • Exceptional verbal and written English communication skills
  • Be a patient, empathetic, and positive communicator live and in writing across multiple channels; in email, phone, video, chat, social media, and in person
  • Strong understanding of Linux based systems administration, networking, public cloud infrastructure (AWS, GCP, or Azure)
  • Excited and energized by working in a fast paced startup environment. Thrives on a distributed team. Takes strong pride of ownership of your work results and customer outcomes.
  • BA/BS/MS in Computer Science or equivalent experience




Benefits



Why Fauna?



Fauna is a well-funded Series A startup building the data API for client-serverless applications. We're backed by Madrona Ventures, GV (formerly Google Ventures), CRV, many more leading Silicon Valley firms. We are a fully distributed company with team members all over the world.



To build a great company requires exceptionally talented, passionate, and committed team members. Every day we are relentless in our mission to innovate, exceed customer expectations and continually make it easier for customers to use Fauna to build scalable and secure apps. If you are that type of person, we want to hear from you! Fauna provides all of its employees with an exceptional compensation, equity, and benefits package along with the opportunity to work remotely.



Fauna is proud to be an equal opportunity employer. Our company is committed to fair hiring practices and building a diverse environment for our employees. You will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, or veteran status.



The Talent Acquisition Team at Fauna works primarily on a direct sourcing model; Fauna does not accept resumes from recruitment agencies and is not responsible for any related fees for resumes submitted to job postings, directly to hiring managers, or any of our employees.



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