technical support engineer London, England
Job description
The Company
Vaticle is a team of people driven to empower engineers to solve complex problems. We are the creators of the strongly-typed database, TypeDB, and its query language, TypeQL. Our technology helps organizations in various industries, including Life Sciences, Defence & Security, Financial Services, and Robotics, to build intelligent systems that tackle complex problems. From financial analytics to drug discovery, cyber threat detection to robotics disaster recovery, our technology empowers engineers around the world to tackle a higher order of complexity in data and knowledge.
We've built a pioneering developer community of 12,000+ engineers, spread over 20 countries, and counting. To continue pursuing this vision, we need to build a team of individuals who are not just the best and brightest in what they do, but also driven by a strong sense of purpose and compassion for the world.
The Role: Technical Support Engineer (Senior)
As a Technical Support Engineer, you will be empowering software engineering teams around the world to succeed in developing on TypeDB Cloud - our new database-as-a-service cloud platform. You will be the first-line of technical support for developers in our community, working on TypeDB Cloud. You will be working directly with our world-class product and engineering teams, in London and Silicon Valley, to deliver the best experience on our cloud technology. You will have the opportunity to build and lead our technical support engineering team as we grow, and empower the growth of our developer community.
The domain that you will work in is highly technical: open-source software, developer tools, database technologies, networking, and cloud infrastructure. It is paramount that you have strong experience in these domains, and bring the expertise needed to scale the organization to succeed in delivering an excellent cloud database technology. Your responsibilities will be comprised of 3 main pillars:
- Supporting our customers with any issues they encounter while using TypeDB Cloud.
- Troubleshooting issues on TypeDB Cloud platform, database and infrastructure, and help engineers find resolution.
- Building a knowledge base of guidelines, problems and solutions to enhance our user experience.
Currently, our company is headquartered in London, UK, and Palo Alto, California, US. As our Technical Support Engineer, you will start working remotely from the UK, to cover the timezone of 8am to 5pm or 4pm to 1am GMT. As our support team grows, we will set up a new local office for you join your team. You will also be traveling to meet our team London and Silicon Valley regularly.
Culture
You will be joining a team that cares deeply not just about the intelligence of the technology, but also the elegance and simplicity of the solution. We have a strong sense of urgency, but we always care about "why" something needs to be developed, and we make sure that we work purposefully. Although we are expected to be independent in delivering our responsibilities, we collaborate in perfecting our ideas and solutions. Every time we have an opportunity to improve our workflow, infrastructure or architecture to achieve better performance, user experience or developer productivity, we take that opportunity, and we grow.
Workplace
This job requires you to be fully vaccinated and in the office (once available), following government guidelines.
Compensation
- The salary range for this position is £40,000 to £60,000 per annum
- Generous equity stock options package
Requirements
- Bachelor's Degree in Computer Science, Software Engineering, or equivalent
- 5+ years of experience working as 2nd or 3rd Line Support or Systems Admin for distributed system or cloud environment
- 1+ year of experience in managing or leading members of a technical support team
- Expert in systems administration in a Unix/Linux-based cloud environment
- Strong experience working in cloud environments such as AWS, GCP or Azure
- Strong experience in working with infrastructure tools such as Kubernetes, Docker and Terraform
- Strong experience in troubleshooting, i.e. reproducing, isolating, and understanding misconfigurations and malfunctions
- Excellent communication, documentation, writing, and verbal communication skills in English
- Experience in a technical support team in carrying out L1 incident support, service requests, and implementations for customers using an ITSM platform such as Jira
- Experience in working with back-end server applications and database technologies
- Experience in working as on-call for high-severity issues
- Familiarity with enterprise cloud & support building blocks like Stripe, Auth0, and Jira
Strongly desirable (i.e. bonus) skills
- Experience with Typescript or Javascript (Angular)
- Experience with programming languages such as Rust or Java
- Experience with build and test tools such as Bazel
- Public cloud or Kubernetes certifications
- A keen interest in DevOps
Benefits
- Driven by a strong sense of purpose and vision
- Talented, collaborative and ambitious team
- Work with developers, to serve developers
- Open-source at heart - what we use, and what we produce
- Comprehensive health and dental insurance - we take good care of our team
- Company pension plan
- Equity stock options - we share the success
- Annual salary reviews, we ensure we continually reward
