The Technical Customer Support Engineer provides technical support, troubleshoots complex issues, collaborates with engineering, and contributes to documentation and testing.
Harper is a high-performance distributed application platform. It combines a database, in-memory cache, and real-time message broker to allow users to create enterprise-grade solutions with fewer moving parts, fewer lines of code, and a superior developer experience.
Job Description:
Harper is seeking a Technical Customer Support Engineer to serve as the first point of contact for our customers. In this role, you will provide world-class technical support, troubleshoot complex issues, and collaborate with engineering teams to enhance our product. Your ability to code, understand infrastructure, and manage distributed database-related challenges is critical.
Responsibilities:
- Provide timely, accurate, and empathetic technical support to customers across various industries.
- Troubleshoot and resolve complex technical issues related to Harper’s database, caching, application, and streaming capabilities.
- Serve as the technical first responder for critical incidents, analyzing logs and system metrics to identify root causes.
- Triage, prioritize, and document technical issues, escalating when necessary.
- Collaborate with engineering teams to resolve bugs, identify feature requests, and improve overall product performance.
- Contribute to customer-facing documentation, internal knowledge bases, and functional testing.
- Participate in on-call rotations to ensure 24/7 support coverage, including weekend shifts on a rotating basis (e.g., Fri/Sat or Sun/Mon).
- Parse and differentiate between customer issues and feature requests.
- Write technical documentation, assist with testing, and contribute to technical blogs.
- Provide off-hours customer support as needed, including nights and weekends, such as joining emergency calls and flagging urgent issues to our team as needed, especially during periods of high demand.
Skills:
- Minimum of 3+ years as a software developer.
- Minimum of 2+ years in customer support engineering, preferably in a startup environment.
- Strong background in SQL and NoSQL databases.
- Proficiency in troubleshooting database and application performance issues.
- Hands-on coding experience (Node.js, Python, or Go preferred).
- APIs and web services communication protocols and queries (REST, WS, MQTT, GraphQL)
- Web applications authentication and basic security knowledge.
- Infrastructure knowledge, including cloud platforms (AWS, Azure, GCP), containerization (Docker, Kubernetes), and monitoring tools (DataDog, Prometheus/Grafana).
- Experience with customer support tools and ticketing systems.
- Ability to resolve Level 1 and Level 2 technical issues independently, escalating only complex problems.
- Exceptional communication skills, including the ability to convey technical concepts to non-technical users.
- Emotional intelligence and the ability to handle customer interactions with professionalism and empathy.
- Strong problem-solving skills and the confidence to stand firm on technical accuracy when addressing customer misconceptions.
Salary Range: $100,000 - $120,000
Interview Process
- 1st Stage: 30 minute Zoom call with Head of People Operations
- 2nd Stage: 30 minute Zoom call with Hiring Manager
- 3rd Stage: Take Home Coding Assessment
- 4th Stage: 60 minute Zoom Code review / group interview with members of our team
- 5th Stage: 30 minute Zoom conversation with Harper Co-Founders
Why Join Us:
- Opportunity to be part of a high-growth startup with a collaborative and supportive team culture.
- Flexible work environment with remote work options and a focus on work-life balance.
- Competitive compensation package including base salary, commission, and benefits.
- Room for career advancement and professional development opportunities.
If you are a motivated self-starter who thrives in a fast-paced environment and shares our values of transparency, authenticity, and empowerment, we want to hear from you!
Top Skills
AWS
Azure
Datadog
Docker
GCP
Go
Grafana
GraphQL
Kubernetes
Mqtt
Node.js
NoSQL
Prometheus
Python
Rest
SQL
Ws
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