Software Engineer in Support

Aiven (Sydney NSW, Australia) 3 days ago

We are looking for talented Software Engineers in Support to provide our customers an outstanding customer support experience. The role is a combination of direct customer involvement and software development.

You will be part of a highly-skilled, tight-knit growing team of currently around 80 people based in our HQ in Helsinki and our offices in Sydney, Berlin, and Boston, making your contribution essential to what is becoming a truly unique success story. Our customers are primarily developers with good understanding of technology and along with our entire development team, you will be helping them succeed using Aiven services. Your developer skills come in handy with creating and improving our support tooling as well as implementing features requested by customers.

Aiven’s current technology portfolio includes Kafka, Cassandra, Elasticsearch, PostgreSQL, MySQL, InfluxDB, Redis and Grafana.

Your responsibilities are:

  • Customer support: triage, driving support cases to closure, escalation to other teams
  • Troubleshoot and find root causes to technical issues
  • Maintaining both our our internal and external product knowledge bases
  • Developing internal tooling for support and operations teams
  • Drive cross-functional user-experience and supportability improvements
  • Working closely with other development teams on feature and tooling development
  • Managing and collecting support and service level metrics
  • Training support within the company and involving other teams
  • Advocate awareness, importance, knowledge and execution of good customer support company-wide
  • Provide feedback to Aiven sales and product development teams
  • Continuous improvement of the processes and tooling for all of the above


  • A strong background in software engineering and has worked as a software engineer for multiple years
  • Have developed applications, preferably in either Python, Go, or other similar programming languages
  • Able to troubleshoot and root-cause software issues and revolve customer cases in a timely manner
  • Have either developed applications using or, worked in some technical hands-on capacity with some of the technologies in Aiven’s portfolio
  • Demonstrable experience in troubleshooting and root-causing software issues
  • At least intermediate level Linux and networking - knowledge and experience
  • Excellent communication skills - communicate clearly, concisely and effectively with customers and colleagues
  • Fast learner - Ability to pick up new and unfamiliar technologies quickly


  • A dynamic startup environment with a rapidly growing, international business
  • Highly experienced colleagues
  • Cool office in the center of the city
  • Possibility for stock options on top of the monthly salary for permanent employees

If you’re interested, send us your application along with a link to your GitHub profile.

Software Engineer in Support

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