Aiven
Data & AI Platform, Open-source technology, Multi-cloud solutions
TechnicalSupportEngineer
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“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
Full Job Description
We’re a global team of over 400 people, working together to push the boundaries of open-source technology and multi-cloud solutions. Our vision is to become the trusted Data & AI Platform for everyone, leveraging the most popular open-source technologies like Apache Kafka®, Aiven for PostgreSQL®, Aiven for Clickhouse®, and Aiven for OpenSearch®. to help companies accelerate time-to-market, drive efficiency, and build innovative solutions across any cloud. The Role: Our support team thrives on tackling complex challenges with technical brilliance and a customer-first mindset, guided by a spirit of ownership and collaboration. Our customers are primarily Enterprise and startup developers with a good understanding of technology, and we are tightly integrated with Product Development, Operations, and SRE teams. Depending on your interests, you can also participate in new feature development (we love Python) and improving our automation tooling. In Support, we love building technology to automate our repetitive tasks. What You’ll Do: Take ownership of customer issues through to resolution, communicating status transparently throughout. Learn and troubleshoot open-source technologies including PostgreSQL, MySQL, Kafka, and OpenSearch across AWS, Google Cloud, and Azure. Diagnose and resolve issues via our ticketing system, using a combination of technical documentation and both AI-assisted and non AI diagnostic tools to speed up resolution. Communicate with customers with clarity and empathy, ensuring they feel heard and informed throughout the resolution process. Troubleshoot and escalate complex technical issues to senior engineers and engage with internal teams like Operations, Security, Product and Sales. Research, reproduce and report product malfunctions using tools like Jira. Contribute to internal and external knowledge bases, documenting new solutions and AI-driven workflows. Work within agreed APAC shift patterns to ensure regional coverage across defined suppor
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