We’re a global team of over 400 people, working together to push the boundaries of open-source technology and multi-cloud solutions. Our vision is to become the trusted Data & AI Platform for everyone, leveraging the most popular open-source technologies like Apache Kafka®, Aiven for PostgreSQL®, Aiven for Clickhouse®, and Aiven for OpenSearch®. to help companies accelerate time-to-market, drive efficiency, and build innovative solutions across any cloud.
The Role:
Our support team thrives on tackling complex challenges with technical brilliance and a customer-first mindset, guided by a spirit of ownership and collaboration.
Our customers are primarily Enterprise and startup developers with a good understanding of technology, and we are tightly integrated with Product Development, Operations, and SRE teams.
Depending on your interests, you can also participate in new feature development (we love Python) and improving our automation tooling. In Support, we love building technology to automate our repetitive tasks.
What You’ll Do:
- Take ownership of customer issues through to resolution, communicating status transparently throughout.
- Learn and troubleshoot open-source technologies including PostgreSQL, MySQL, Kafka, and OpenSearch across AWS, Google Cloud, and Azure.
- Diagnose and resolve issues via our ticketing system, using a combination of technical documentation and both AI-assisted and non AI diagnostic tools to speed up resolution.
- Communicate with customers with clarity and empathy, ensuring they feel heard and informed throughout the resolution process.
- Troubleshoot and escalate complex technical issues to senior engineers and engage with internal teams like Operations, Security, Product and Sales.
- Research, reproduce and report product malfunctions using tools like Jira.
- Contribute to internal and external knowledge bases, documenting new solutions and AI-driven workflows.
- Work within agreed APAC shift patterns to ensure regional coverage across defined support hours.
What We’re Looking For:
- 1+ years in technical support or systems engineering, preferably in a PaaS/SaaS or enterprise IT environment, bonus points if you have familiarity with any of the technologies offered by Aiven.
- Interest in learning and mastering the Aiven platform and the products we offer
- Clear, concise, and effective verbal and written communication skills for interacting with global customers and colleagues.
- Ability to read and interpret logs and metrics as part of issue diagnosis.
- Good decision making skills, knowing when to escalate and what information to provide during escalations.
- A willingness to collaborate, learn and share knowledge from a diverse, high-performing team.
- Basic-level Linux and networking knowledge (we use Fedora as our work development environ