Job Description
Senior Cloud Support Engineer
Every day we tackle new and exciting challenges to empower developers to build modern cloud, mobile, and edge applications that deliver a premium user experience. Couchbase delivers unmatched performance, scalability, flexibility and financial value across cloud, on premises, hybrid, mobile and edge deployments. The database market is undergoing a generational shift and is one of the largest market opportunities in enterprise software due to big trends like the need for digital transformation, acceleration to the cloud and innovation at the edge. Join Couchbase to be a part of a greater change. Here you’ll have the opportunity to learn and grow with some of the most innovative, passionate and humble individuals in the database industry.
The Senior Cloud Support Engineer is the most critical role at Couchbase. You will be the face of the company externally when discussing solutions, building relationships with our customers, and providing valuable feedback internally to our engineering teams to help improve our products and services. You’ll be joining a team and company where you will be challenged, but also grow and be recognized as a champion with your contributions to Couchbase.
This role is based in the Tel Aviv office. You must be able to communicate a technical and professional level in both Hebrew and English.
What You’ll Do:
- Troubleshoot and solve customer issues on their deployments (on-prem and cloud)
- Support cloud deployments including monitoring and answering customer inquiries
- Engage with customers via multiple channels (ticketing system, and screen sharing tools) to identify and resolve technical support requests while continuing to educate our clients on the use of the product
- Reproduce technical issues and dive into On-Prem Enterprise and Cloud Capella platform
- Become demo certified and lead a three-pillar demo to customers
- Participate in product conversations with internal teams based on feedback from client interactions
- Identify and write internal and external technical articles, like typical troubleshooting steps, workarounds, or best practices
- Train as a highly knowledgeable specialist in one or more Couchbase component area(s)
Who You Are:
- Experienced in multi-channel technical support (3+ years of related experience)
- Experienced using Zendesk, Jira, Confluence, or similar software
- An engineer with previous technical troubleshooting and/or programming experience
- Solid knowledge of Unix and Network protocols and standards (HTTP, TLS, DNS, etc)
- Strong understanding and experience with at least one cloud environment such as Amazon Web Services, Google Cloud, and/or Microsoft Azure
- Experience working with NoSQL databases
- Experience using Kubernetes and Docker is a plus
- Experience with alerting and monitoring tools.
- Self-motivated, detail-attentive, and have a desire for continuous learning
- A critical thinker who defaults to a client-centric approach
- An effective written and verbal communicator in Hebrew (Native) and English (Fluent at a professional level)
- Able to work a rotating schedule that requires weekend availability