Enterprise Support Engineer

PlanetScale is growing rapidly and reinventing the database space. The PlanetScale platform offers both Postgres and Vitess clusters. Vitess, an open-source database clustering system for horizontal scaling of MySQL, enables businesses to efficiently handle large-scale data workloads — without sacrificing developer experience. Our customers entrust us with what is often their most precious digital asset, their data, so the stakes couldn't be higher. We're looking for a Software Engineer to join our core engineering team and help us build the next generation of database infrastructure. What's the job to be done? You will advise and handle support requests from enterprise customers on the PlanetScale platform. You will become a customer-facing subject-matter expert for enterprise customers on the PlanetScale platform. You will identify product gaps in a customer-specific context and work with Technical Account Management, Engineering and Sales Engineering teams to prioritize and escalate them. You will be part of an on call rotation for high priority issues. These attributes best describe you… You are comfortable in front of customers, empathetic but understanding when to push back to help customers become successful on their own. You have excellent debugging and troubleshooting skills; with a mix of enough experience and intuition to zero in on root-causes for bugs that can leave others stumped. You are comfortable stepping outside your comfort zone. Be it delving into unfamil