Customer Support Engineer

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.