Cockroach Labs
Overview
Senior Technical Support Engineer - US West. We are Cockroach Labs, enabling customers to build and scale apps with CockroachDB. You will join a team focused on solving customer problems and improving our product and support processes. Location is flexible to the West Coast; role requires Pacific Time Zone hours. Responsibilities
Provide extraordinary service for both Self-Service and Enterprise customers. Support customers on deployment models (Self Hosted, CockroachDB Dedicated and Serverless). Develop deep technical expertise in CockroachDB and accompanying technologies. Recognize patterns among customer issues and suggest product and offering improvements. Partner with Documentation, Product, Sales, and Engineering to guide improvements. Help develop and iterate on support processes, tooling and systems. Develop Runbooks & Playbooks to reduce time to resolution. Participate in a Follow-The-Sun model to ensure continuity for priority tickets. Reproduce technical issues and work with Engineering to resolve them for customers. Expectations
In the first 30 days, develop enough expertise to assist users directly, familiarize with CockroachDB, customers, and the company via a self-guided onboarding platform. In the first 60 days, be fully integrated, manage most customer issues, and contribute to improving offerings. As you grow, mentor and train new team members, and update training and documentation to preserve knowledge. You Have
4-7 years of experience in Technical Support at a software company. Knowledge of distributed systems, Linux, and the ability to read and write SQL. Experience with Zendesk, Jira, Confluence, or similar tools. Passion for working with users directly and tailoring communication to be well received. Client-centric critical thinking and effective written and verbal communication, including root-cause analysis for stakeholders. Forecast to work with Enterprise customers with Fortune 500 expectations. Take-charge attitude to anticipate and resolve technical issues. Familiarity with or willingness to learn enterprise technologies. Ability to create order from chaos and absorb information without losing focus on goals. Ability to participate in a weekend on-call rotation. Benefits
Stock Options Medical Insurance Vision Insurance Dental Insurance Life and Disability Insurance Professional Development Funds Flexible Time Off Paid Holidays Paid Sick Days Paid Parental Leave Retirement Benefits Mental Wellbeing Benefits And more! Salary: Annual Anticipated Base Salary Range (U.S.) $102,000—$130,000 USD. This range is part of Cockroach Labs’ Total Rewards package and may vary by qualifications, location, skills, experience, and competencies. We set standard ranges for U.S.-based roles; salaries outside the U.S. vary by local compensation structures. This position will remain posted until filled. Applicants should apply via our Careers Page. Equal Opportunity Employer
Cockroach Labs is proud to be an Equal Opportunity Employer building a diverse and inclusive workforce. If you need accommodations to feel comfortable during your interview process, please email accessibility@cockroachlabs.com.
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Senior Technical Support Engineer - US West. We are Cockroach Labs, enabling customers to build and scale apps with CockroachDB. You will join a team focused on solving customer problems and improving our product and support processes. Location is flexible to the West Coast; role requires Pacific Time Zone hours. Responsibilities
Provide extraordinary service for both Self-Service and Enterprise customers. Support customers on deployment models (Self Hosted, CockroachDB Dedicated and Serverless). Develop deep technical expertise in CockroachDB and accompanying technologies. Recognize patterns among customer issues and suggest product and offering improvements. Partner with Documentation, Product, Sales, and Engineering to guide improvements. Help develop and iterate on support processes, tooling and systems. Develop Runbooks & Playbooks to reduce time to resolution. Participate in a Follow-The-Sun model to ensure continuity for priority tickets. Reproduce technical issues and work with Engineering to resolve them for customers. Expectations
In the first 30 days, develop enough expertise to assist users directly, familiarize with CockroachDB, customers, and the company via a self-guided onboarding platform. In the first 60 days, be fully integrated, manage most customer issues, and contribute to improving offerings. As you grow, mentor and train new team members, and update training and documentation to preserve knowledge. You Have
4-7 years of experience in Technical Support at a software company. Knowledge of distributed systems, Linux, and the ability to read and write SQL. Experience with Zendesk, Jira, Confluence, or similar tools. Passion for working with users directly and tailoring communication to be well received. Client-centric critical thinking and effective written and verbal communication, including root-cause analysis for stakeholders. Forecast to work with Enterprise customers with Fortune 500 expectations. Take-charge attitude to anticipate and resolve technical issues. Familiarity with or willingness to learn enterprise technologies. Ability to create order from chaos and absorb information without losing focus on goals. Ability to participate in a weekend on-call rotation. Benefits
Stock Options Medical Insurance Vision Insurance Dental Insurance Life and Disability Insurance Professional Development Funds Flexible Time Off Paid Holidays Paid Sick Days Paid Parental Leave Retirement Benefits Mental Wellbeing Benefits And more! Salary: Annual Anticipated Base Salary Range (U.S.) $102,000—$130,000 USD. This range is part of Cockroach Labs’ Total Rewards package and may vary by qualifications, location, skills, experience, and competencies. We set standard ranges for U.S.-based roles; salaries outside the U.S. vary by local compensation structures. This position will remain posted until filled. Applicants should apply via our Careers Page. Equal Opportunity Employer
Cockroach Labs is proud to be an Equal Opportunity Employer building a diverse and inclusive workforce. If you need accommodations to feel comfortable during your interview process, please email accessibility@cockroachlabs.com.
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