# Customer Support Engineer **Company**: PlanetScale **Location**: EMEA **Work arrangement**: remote **Experience**: senior **Job type**: full-time **Category**: Engineering **Industry**: Technology **Apply**: https://job-boards.greenhouse.io/planetscale/jobs/4391516009?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_bf1067f1-3b4 ## Description PlanetScale is seeking a Customer Support Engineer to help developers and businesses get the most out of their platform, resolve issues quickly, and build the support function that helps them scale. ### What's the job to be done? - Advise and handle support requests from customers and developers on the PlanetScale platform. - Respond to, debug, and resolve customer support issues through support tickets, customer Slack channels, public discussions, and other support channels. - Help customers understand how to use PlanetScale effectively, including how to reason about queries, schema changes, application behavior, database connectivity, and production workflows. - Create and improve internal and external documentation, support playbooks, troubleshooting guides, and customer-facing materials. - Identify product gaps and recurring sources of customer friction, then work with Engineering to prioritize improvements. - Contribute to the systems, processes, and practices that help PlanetScale deliver excellent developer-focused support at scale. ### These attributes best describe you… - Customer-focused, empathetic, and clear in communication, with the ability to push back in ways that help customers become successful on their own. - Excellent debugging and troubleshooting skills, with curiosity and persistence to follow issues across applications, databases, infrastructure, and product behavior. - 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. - Self-starting, enthusiastic, and taking responsibility for outcomes, with a desire to make a meaningful impact on the business. - Able to operate independently, but knowing when to ask for help and how to bring the right people into an issue. - Highly organized and able to operate in ambiguous or changing situations. - Data-driven, team-oriented, and comfortable communicating across many audiences. - Enjoy working cross-functionally and translating customer pain into actionable product, documentation, and process improvements. ### What you will need - Experience supporting production applications, databases, developer tools, infrastructure, or other technical products. - Working knowledge of SQL, preferably with experience in MySQL and/or PostgreSQL. - Strong debugging skills and the ability to reason through application and database behavior. - Programming experience, with the ability to read and navigate unfamiliar code to understand customer issues. - Experience with common application frameworks, ORMs, database connectors, or application deployment patterns. - Willingness to explore new languages, frameworks, tools, and customer environments as needed. - Strong written and verbal communication skills. - Strong empathy for customers, developers, and teammates, with the ability to advocate for customer needs clearly and constructively. ### What else will help you be successful - Experience working in a remote organization. - Experience with cloud platforms such as AWS, GCP, or Azure. - Knowledge of monitoring, observability, and debugging tools. - Experience helping build support processes, documentation systems, or teams from an early stage. ## Skills ### Required - SQL - MySQL - PostgreSQL - debugging - troubleshooting - programming - communication ### Nice to have - cloud platforms - monitoring - observability - debugging tools - support processes --- Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/planetscale/jobs/4391516009?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)