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Firebolt Logo Firebolt · IT - Administration

Global Technical Support Engineer

India, Bengaluru 2500000.00 - 4500000.00 INR / Year · Job Posted January 19, 2026
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Job Description

As a Support Engineer at Firebolt, your primary mission is to address and resolve customer requests and issues swiftly and effectively. Your interactions will be diverse, ranging from email and Slack communications to occasional video calls, providing a personal touch where needed. Your technical acumen will be crucial in identifying, documenting, and reporting bugs, as well as creating and sharing best practices to empower our customers. You’ll be a pivotal player in our Knowledge Community, contributing to a growing repository of resources that help both customers and team members alike. Our team operates 24/7 to support customers across multiple time zones, which means this role follows a structured shift pattern, including night shifts. Shifts are expected to rotate either monthly or quarterly.

Job Responsibility

  • Deliver exceptional customer support through email and chat (Slack)
  • Advocate for our customers internally with empathy across the business
  • Tackle complex customer issues and escalate to Engineers when needed
  • Investigate issues using SQL, logs, and observability tools
  • Publish internal and external best practices and guides
  • Be a founding member of a growing Support team

Requirements

  • Technical customer-facing experience in data-related products
  • Experience with database/data warehouse implementation and support
  • Intermediate to advanced knowledge of SQL and relational database systems
  • Experience solving complex issues involving diverse components and disciplines
  • Ability to convey complex topics concisely in written communications
  • Proven ability to resolve critical production issues during incidents
  • Night Shift Work Hours: USA East & West Coast

Nice to have

  • Experience working with cloud-based technologies (VMs, proxies, load balancers, etc.)
  • Hands-on experience with APIs and/or SDKs
  • Familiarity with scripting languages (e.g., Python, Bash, Perl)
  • Experience with monitoring and logging tools (e.g., Prometheus, Grafana, ELK stack)
  • Previous experience in a customer-facing technical support role

What we offer

  • 15 vacation days
  • 12 paid holidays per year
  • 12 sick days
  • Medical insurance
  • Bereavement, Parental, and Marriage Leave
  • Stock options
  • Commission plan
  • Incentive Stock Options (ISOs)
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