AI Summary
Join Severalnines as a Database Support Engineer to provide top-notch support for our flagship product, ClusterControl. You will work remotely, troubleshooting complex customer issues and collaborating with the engineering team. This role requires strong database experience and excellent communication skills.
Key Highlights
Troubleshoot complex customer issues
Collaborate with the engineering team
Work remotely with on-call rotation
Diagnose issues across the stack
Guide customers through installs, upgrades, and performance tuning
Technical Skills Required
Benefits & Perks
Flexible, remote work
4 weeks of paid vacation annually
Additional birthday day off
Paid public holidays in your country
Learning & development budget
Home-office stipend
Modern equipment
Job Description
Looking to join a vibrant startup with the security of an established team and product?
We're looking for a Support Engineer with strong database experience to join our support team. Our support team is dedicated to helping and educating people who use our flagship product, ClusterControl. Whether our colleagues are working on troubleshooting a complex customer issue, teaching someone how to use a feature, or discussing new feature requests with our development team, they can always be found going above and beyond the call of duty. Our customers and users are our main priority at all times, and we’re looking for someone with an equally customer-focused mindset.
This position requires advanced troubleshooting skills and creative problem-solving capabilities. You will work remotely as there is no central office, and most of us work from home. You will also take part in an on-call rotation.
What Will Be Your Responsibilities
As a Database Support Engineer, you’ll be the front line for our customers, where you will diagnose production issues, guide best practices, and collaborate with Engineering to improve product reliability. You’ll work across Linux, networks, clouds, and open-source databases, often reproducing problems, crafting workarounds, and documenting clear solutions.
What You’ll Do
- Own customer cases end-to-end: triage, troubleshoot, resolve, and clearly communicate status and next steps.
- Diagnose issues across the stack: databases (MySQL/MariaDB, PostgreSQL, MongoDB), HA/replication, backups, performance, OS/networking, cloud, and container runtimes.
- Reproduce bugs and edge cases: capture logs, craft minimal reproducible examples, and escalate issues with technical detail.
- Guide customers through installs, upgrades, migrations, recovery operations, and performance tuning.
- Maintain SLAs and contribute to 24×7 coverage with a rotating on-call.
- Write and improve knowledge base articles, runbooks, troubleshooting playbooks, and customer-facing documentation.
- Partner with Product/Engineering by providing structured feedback from the field and validating fixes.
- Continuously improve tooling (scripts, dashboards, alerts) to speed diagnosis and reduce recurring incidents.
- 3+ years in Database Administration (DBA) or database-focused Support/Operations roles, managing production environments.
- Strong Linux fundamentals (systemd, filesystems, networking, process/resource analysis).
- Hands-on with at least one: MySQL/MariaDB (incl. replication/Galera), PostgreSQL (WAL/streaming), or MongoDB (replica sets/sharding).
- Solid grasp of HA/replication, backups & recovery (e.g., mariabackup/xtrabackup, pg_basebackup/WAL, mongodump/mongorestore), observability (logs, metrics, traces).
- Scripting in Bash and at least one higher-level language (Python preferred).
- Comfort with clouds (AWS/GCP/Azure), object storage (S3/MinIO), proxies/load balancers (ProxySQL, HAProxy, Keepalived), and containers (Docker/Kubernetes) is a plus.
- Familiarity with performance analysis (query plans, indexing, connection pooling) and security basics (TLS, access controls).
- Excellent written and spoken English; customer-centric communication, with a calm demeanor under pressure.
- Infra-as-Code (Terraform/Ansible/cloud-init), Prometheus/Grafana, or incident management tooling.
- Experience with Redis/Valkey, Elasticsearch, or Microsoft SQL Server.
- Experience in distributed, fully remote teams and across multiple time zones.
- Experience with Severalnines products (e.g., ClusterControl) or similar database automation/management platforms.
- Remote-first, async-friendly collaboration (Slack, ticketing, video).
- Pragmatic on-call with clear runbooks and escalation paths.
- Continuous learning culture with budget for training/certifications and time to upskill.
- Flexible, remote work with APAC-friendly hours.
- 4 weeks of paid vacation annually
- Additional birthday day off
- Paid public holidays in your country
- Learning & development budget, home-office stipend, and modern equipment.
- Inclusive, supportive team environment.