MariaDB plc
SoftwareEngineerCustomerSupport
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Software Engineer Customer Support at MariaDB plc. Skills: Distributed Systems Development, JVM Tuning, JVM Troubleshooting, JVM Optimization, Containerization & Orchestration, Java, Linux, distributed systems concepts. Frontline Support is the initial point of technical contact for customer issues.. rapid triage”
What You'll Achieve.
resolving known or complex issues directly; creating a smooth handoff experience when exclusive and prioritized deep investigation is needed; meet customer SLAs; Proactively identifies issues early and escalates them to both technical and customer-facing management.; Analyzes patterns in issues to provide insights that help streamline escalations and reduce repeat issues.; Plans and organizes related tasks independently to meet interdependent goals, with occasional direction from leadership.; Sets personal priorities to align with broader team objectives, adapting when new tasks or requests arise.; Anticipates potential obstacles and proactively communicates with team members to ensure successful task completion.; Contributes effectively to team initiatives, showing awareness of both individual roles and team goals within established standards.; Introduces new ideas or methods that enhance team performance and align with organizational processes, showing initiative in improving collaboration.
Industry & Context.
Develops solutions to moderately complex problems with minimal guidance, drawing on knowledge of standard processes and prior experiences.; Analyzes recurring issues, identifying patterns and suggesting improvements where possible.; Proactively escalates challenging cases, providing initial diagnostic insights to streamline higher-level troubleshooting.; Problem Solving
MariaDB does not sponsor work visas or relocation.
What They're Looking For.
Must Have
BS degree with 3+ years of experience, or MS degree with 1+ years of experience, or industry equivalent experience, understanding of Java, JVM internals, multithreading, and memory management, Hands-on experience with Linux environments and production troubleshooting, Experience analyzing: thread dumps, heap dumps, GC logs, performance bottlenecks, Understanding of distributed systems concepts including: clustering, replication, failover, fault tolerance, troubleshooting, debugging, and root-cause analysis skills, Ability to communicate effectively with technical and non-technical stakeholders
Nice to Have
Familiarity with Docker, Kubernetes, and cloud-native infrastructure, Exposure to technologies such as: Apache Ignite / GridGain, Kafka, Redis, Hazelcast, Cassandra, Experience supporting enterprise customers in production / SLA-driven environments, Experience in technical support, SRE, backend engineering, DevOps, or platform operations environments
What You'll Do.
Frontline Support is the initial point of technical contact for customer issues.
clear and consistent communication
adherence to established support processes
resolving known or complex issues directly
identifying when to escalate
maintaining customer satisfaction through responsiveness
accountable for SLA adherence
customer communication
creating a smooth handoff experience when exclusive and prioritized deep investigation is needed
Builds asynchronous distributed apps with JMM expertise.
Independently applies theories and concepts.
Understands Docker and Kubernetes basics.
Skilled in tuning JVM GC and memory allocation.
Proficient in GC analysis and memory debugging.
Experienced in heap management and thread dumps.
How You'll Work.
Team & Collaboration
Contributes effectively to team initiatives, showing awareness of both individual roles and team goals within established standards.; Supports team members on moderately complex tasks, offering guidance to peers while respecting their autonomy and viewpoints.; Introduces new ideas or methods that enhance team performance and align with organizational processes, showing initiative in improving collaboration.
Communication Scope
clear and consistent communication; Knows when to provide status and what level of detail.; Able to effectively communicate with various levels of management through the Director level.; Participate in customer conference calls and represent GridGain as a technical expert.; Ability to communicate effectively with technical and non-technical stakeholders
Process & Methodology
Planning, Self-organization, Autonomy, Plans and organizes related tasks independently to meet interdependent goals, with occasional direction from leadership., Sets personal priorities to align with broader team objectives, adapting when new tasks or requests arise., Anticipates potential obstacles and proactively communicates with team members to ensure successful task completion.
Full Job Description
ABOUT GRIDGAIN Modern business-critical applications such as AI modeling, high-performance transaction processing, real-time decisioning, fraud detection and risk management all require more than just access to real-time data. These applications need a data platform that can store, access, process and analyze hundreds of terabytes of data at ultra-low latencies with high availability. GridGain is a leading real-time data platform by the original creators of Apache Ignite. It is the fastest, most non-intrusive way to process enterprise-wide data for AI, transactions and analytics in real time and at massive scale. GridGain allows companies to combine a fast multi-model database with robust compute functionality to deliver the fast access data storage and low-millisecond processing required for today’s business imperatives. GridGain is trusted by leading companies including Citi, Barclays, American Airlines, AutoZone, and UPS to accelerate their existing applications, speed operational analytics and fraud detection, train machine learning models for AI, and provide fast-access data hubs. GridGain is growing! Join the team and play a critical role in a fast-paced Silicon Valley startup that's changing the definition of "real time," and the world's expectations for high-speed data processing and analytics. ABOUT THE ROLE Frontline Support is the initial point of technical contact for customer issues. It emphasizes rapid triage, clear and consistent communication, and adherence to established support processes. The function focuses on resolving known or complex issues directly, identifying when to escalate, and maintaining customer satisfaction through responsiveness, accuracy, and follow-through. Frontline engineers are accountable for SLA adherence, customer communication, and creating a smooth handoff experience when exclusive and prioritized deep investigation is needed. TECHNICAL KNOWLEDGE & SKILLS Distributed Systems Development: Builds asynchronous distributed app
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