Customer 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 Customer Support Engineer to help developers and businesses get the most out of PlanetScale, resolve issues quickly, and build the support function that helps us scale.

What’s the job to be done?

• You will advise and handle support requests from customers and developers on the PlanetScale platform. • You will respond to, debug, and resolve customer support issues through support tickets, customer Slack channels, public discussions, and other support channels. • You will help customers understand how to use PlanetScale effectively, including how to reason about queries, schema changes, application behavior, database connectivity, and production workflows. • You will create and improve internal and external documentation, support playbooks, troubleshooting guides, and customer-facing materials. • You will identify product gaps and recurring sources of customer friction, then work with Engineering to prioritize improvements. • You will contribute to the systems, processes, and practices that help PlanetScale deliver excellent developer-focused support at scale.

These attributes best describe you.

• You are customer-focused, empathetic, and clear in how you communicate, while knowing when to push back in ways that help customers become successful on their own. • You have excellent debugging and troubleshooting skills, with the curiosity and persistence to follow issues across applications, databases, infrastructure, and product behavior. • You are comfortable stepping outside your comfort zone. Whether that means reading unfamiliar application code, digging into database behavior, testing a new framework, or learning a connector you haven’t used before, you’re willing to go where the problem leads. • You are a self-starting, enthusiastic individual who takes responsibility for outcomes and wants to make a meaningful impact on the business. • You can operate independently, but you know when to ask for help and how to bring the right people into an issue. • You are highly organized and able to operate in ambiguous or changing situations. • You are data-driven, team-oriented, and comfortable communicating across many audiences. • You enjoy working cross-functionally and translating customer pain into actionable product, documentation, and process improvements.