Aiven
Data & AI Platform, Open-source technology, Multi-cloud solutions
TechnicalSupportEngineer
“Technical Support Engineer at Aiven. Skills: Technical Support, Systems Engineering, Open-source technologies, Multi-cloud solutions, Troubleshooting, Customer Communication. Take ownership of customer issues through to resolution. Learn and troubleshoot open-source technologies”
What You'll Achieve.
accelerate time-to-market; drive efficiency; Take ownership of customer issues through to resolution; communicating status transparently throughout
Industry & Context.
tackling complex challenges with technical brilliance; Diagnose and resolve issues; Troubleshoot and escalate complex technical issues; Research, reproduce and report product malfunctions; Good decision making skills, knowing when to escalate and what information to provide during escalations; A natural curiosity for how software works and a persistent drive to solve technical puzzles
Work within agreed APAC shift patterns to ensure regional coverage across defined support hours
What They're Looking For.
Must Have
1+ years in technical support or systems engineering, Basic-level Linux and networking knowledge, Experience with at least one of the public clouds such as: AWS, Google Cloud, Azure, Clear, concise, and effective verbal and written communication skills, Ability to read and interpret logs and metrics, Good decision making skills, A willingness to collaborate, learn and share knowledge
Nice to Have
Familiarity with any of the technologies offered by Aiven, Hands-on experience in any of the following: Apache Kafka, PostgreSQL, MySQL, and OpenSearch, Acknowledged certifications (such as ones for AWS, Google Cloud, Azure Cloud), Previous use of Slack, Jira, Zendesk, Github or support ticketing systems, Testing of any of the following products: Apache Kafka, PostgreSQL, MySQL, Grafana and Opensearch
What You'll Do.
Take ownership of customer issues through to resolution
Learn and troubleshoot open-source technologies
Diagnose and resolve issues via our ticketing system
Communicate with customers with clarity and empathy
Troubleshoot and escalate complex technical issues to senior engineers
Engage with internal teams like Operations
reproduce and report product malfunctions
Contribute to internal and external knowledge bases
Documenting new solutions and AI-driven workflows
Work within agreed APAC shift patterns to ensure regional coverage
How You'll Work.
Team & Collaboration
tightly integrated with Product Development, Operations, and SRE teams; escalate complex technical issues to senior engineers; engage with internal teams like Operations, Security, Product and Sales; collaborate, learn and share knowledge from a diverse, high-performing team
Communication Scope
Clear, concise, and effective verbal and written communication skills for interacting with global customers and colleagues; Communicate with customers with clarity and empathy; ensuring they feel heard and informed throughout the resolution process
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