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- Tasks: Troubleshoot customer issues and provide technical support across multiple channels.
- Company: Couchbase is a leading developer data platform, trusted by over 30% of the Fortune 100.
- Benefits: Enjoy a flexible work environment with opportunities for growth and recognition.
- Why this job: Join a dynamic team where your contributions directly impact innovation and customer experiences.
- Qualifications: 4+ years in technical support, experience with cloud environments, and strong programming skills required.
- Other info: Work from a Couchbase office 3-5 days a week, with a focus on continuous learning.
The predicted salary is between 36000 - 60000 £ per year.
As industries race to embrace AI, traditional database solutions fall short of rising demands for versatility, performance, and affordability. Couchbase is leading the way with Capella, the developer data platform for critical applications in our AI world. By uniting transactional, analytical, mobile, and AI workloads into a seamless, fully managed solution, Couchbase empowers developers and enterprises to build and scale applications with unmatched flexibility, performance, and cost-efficiency—from cloud to edge.
The Cloud Support Engineer is the most critical role at Couchbase. You will be the face of the company externally when discussing solutions and building relationships with our customers and providing valuable feedback internally to our engineering teams to help improve our products and services. You’ll be joining a team and company where you will be challenged, but also grow and be recognized as a champion with your contributions to Couchbase.
What You’ll Do:
- Troubleshoot and solve customer issues on their deployments (on-prem and cloud)
- Support cloud deployments including monitoring and answering customer inquiries
- Engage with customers via multiple channels (ticketing system, and screen sharing tools) to identify and resolve technical support requests while continuing to educate our clients on the use of the product
- Reproduce technical issues and dive into On-Prem Enterprise and Cloud Capella platform
- Participate in product conversations with internal teams based on feedback from client interactions
- Identify and write internal and external technical articles, like typical troubleshooting steps, workarounds, or best practices
- Train as a highly knowledgeable specialist in one or more Couchbase component area(s)
- Work from a Couchbase office 3 - 5 days per week* (*if office-based)
Who You Are:
- Experienced in multi-channel technical support (4+ years of related experience)
- Experienced using Zendesk, Jira, Confluence, or similar software
- An engineer with previous technical troubleshooting and programming experience with Java, Go, Python
- Solid knowledge of Unix and Network protocols and standards (HTTP, TLS, DNS, etc)
- Strong understanding and experience with at least one cloud environment such as Amazon Web Services, Google Cloud, and/or Microsoft Azure
- Experience working with NoSQL databases or distributed systems
- Experience using Kubernetes and Docker is a plus
- Experience with alerting and monitoring tools
- Self-motivated, detail-attentive, and have a desire for continuous learning
- A critical thinker who defaults to a client-centric approach
- An effective written and verbal communicator
- Able to work a rotating schedule that requires weekend availability
Why Couchbase?
Modern customer experiences need a flexible cloud database platform that can power applications spanning from cloud to edge and everything in between. Couchbase’s mission is to simplify how developers and architects develop, deploy and consume modern applications wherever they are. We have reimagined the database with our fast, flexible and affordable cloud database platform Capella, allowing organizations to quickly build applications that deliver premium experiences to their customers– all with best-in-class price performance.
Couchbase is committed to being an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law.
Sr. Technical Support Engineer employer: Couchbase Capella
Contact Detail:
Couchbase Capella Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Sr. Technical Support Engineer
✨Tip Number 1
Familiarise yourself with Couchbase's Capella platform and its features. Understanding how it integrates transactional, analytical, mobile, and AI workloads will help you engage more effectively with customers and demonstrate your expertise during interviews.
✨Tip Number 2
Brush up on your technical troubleshooting skills, especially in Java, Go, or Python. Being able to discuss specific examples of how you've resolved complex issues in these languages will showcase your problem-solving abilities to the hiring team.
✨Tip Number 3
Gain a solid understanding of cloud environments like AWS, Google Cloud, or Azure. Highlighting your experience with these platforms will demonstrate your capability to support cloud deployments effectively, which is crucial for this role.
✨Tip Number 4
Prepare to discuss your experience with multi-channel technical support tools such as Zendesk or Jira. Being able to articulate how you've used these tools to enhance customer interactions will set you apart from other candidates.
We think you need these skills to ace Sr. Technical Support Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in technical support, especially with multi-channel systems like Zendesk or Jira. Emphasise your programming skills in Java, Go, or Python, and any experience with NoSQL databases.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for Couchbase's mission and how your background aligns with their needs. Mention specific experiences where you've successfully resolved customer issues or contributed to product improvements.
Showcase Your Technical Skills: When detailing your technical skills, be specific about your knowledge of Unix, network protocols, and cloud environments. Highlight any experience with Kubernetes and Docker, as well as your ability to write technical articles or documentation.
Prepare for the Interview: If selected for an interview, prepare to discuss your troubleshooting process and provide examples of how you've engaged with customers to resolve issues. Be ready to demonstrate your critical thinking and client-centric approach.
How to prepare for a job interview at Couchbase Capella
✨Understand Couchbase's Mission
Before your interview, make sure you understand Couchbase's mission and how their Capella platform is revolutionising the database landscape. Familiarise yourself with their products and be ready to discuss how your skills can contribute to their goals.
✨Showcase Your Technical Skills
Be prepared to demonstrate your technical expertise, especially in troubleshooting and programming languages like Java, Go, or Python. You might be asked to solve a technical problem during the interview, so brush up on your skills and be ready to think critically.
✨Highlight Customer-Centric Experience
Since the role involves engaging with customers, share examples from your past experiences where you successfully resolved customer issues. Emphasise your ability to communicate effectively and your approach to understanding client needs.
✨Familiarise Yourself with Tools
Couchbase uses tools like Zendesk, Jira, and Confluence for support and documentation. If you have experience with these or similar platforms, mention it during your interview. If not, take some time to learn about them and how they can enhance your workflow.
