Job Description

When something is broken, do you want to figure out why? When you figure out why, do you explain the process to your friends? Join our growing support team to level up on cutting-edge technology, Golang, SaaS operations, and to collaborate with our wide range of customers and partners.

As a Support Engineer, you\'ll respond to support questions from our range of customers, collaborate with the developers and product teams on characterizing, reproducing, and fixing issues, host webinars, and work with our open-source community on GitHub and elsewhere. You will be a key part of our 24/7 support presence by partnering with our on-prem customers and SaaS users. You\'ll be supporting users at Fortune 50 enterprises, fledgling startups, established startups, academic researchers, and government projects. Our customers come from many fields, including industrial automation, high frequency trading, consumer retail, online gaming, and energy management. We\'re looking for candidates who value continual improvement, building tools, and venturing into the unknown. The Support team is a good home for people who leave things better than they found them. We are people who say "I\'ll learn!" rather than "I don\'t know." You\'ll need to be open to experimenting, which means that sometimes you will fail. (That\'s okay -- every mistake is also a lesson.) You\'ll need the persistence to find a solution without a flowchart laying out the entire process. You\'ll need the maturity and experience to work without direct oversight much of the day and with colleagues distributed around the globe. Being empathic, supportive, and self-aware are key to your success.

What you\'ll be doing:

• Respond to customer issues through our ticketing system and work them to completion.
• Administer our InfluxDB SaaS offerings using internal tools and runbooks.
• Use your Linux skills to perform customer software installs and troubleshoot issues.
• Architect database deployments including schema design, data resiliency, performance optimization, and disaster recovery in Linux based systems.
• Provide actionable feedback to product and development teams on product functionality to include implementation and operational concerns.
• Work with SQL, Python, and other languages to replicate customer issues and develop tailor-made solutions.
• Build or update existing technical tools to perform administration tasks, root-cause analysis, and performance monitoring.
• Develop and maintain cooperative relationships, with internal and external teams
• Excellent team communication skills, with technical and non-technical colleagues.
• Author, update and extend documentation.
• Be part of the team\'s on-call rotation.
• Adhere to contractual response times for SLAs.
• Have empathy for people facing technical challenges.

• Extensive experience in a customer-facing engineering position.
• At least 5 years of overall technical experience, such as operations, development, engineering, et. al.
• A mastery of Linux, from initial setup and troubleshooting to kernel tuning.
• Deep understanding of database concepts, automation, and monitoring strategies.
• Expertise in two or more of the following: SQL, Python, Java, Go, Rust, or shell scripting.
• Proficiency with cloud providers such as AWS, Azure, or GCP.
• Experience with Docker setup, monitoring, and administration.
• Familiarity with system monitoring tools such as Nagios, Zabbix, or Sensu.
• Hands-on administration experience with Grafana or other visualization tools.
• Experience with logging tools like Loki, Papertrail, Sumo, or Splunk.
• Expertise with Git or other version control systems.
• Excellent written and verbal English communication skills.

• Software development experience, with an emphasis on Golang, Rust or Apache Arrow
• Fluency with pub/sub technologies, such as Kafka, Rabbit MQ, Anypoint, or others.
• Experience with time-series or \'NoSQL\' databases.

InfluxData