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.