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Support Engineer

Aiven Deutschland GmbH

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Location:
United States, Austin

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

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Job Description:

We’re a global team of over 400 people, working together to push the boundaries of open-source technology and multi-cloud solutions. Our vision is to help developers, builders, and creators bring their ideas to life with speed and simplicity, by providing a cloud data platform that makes open source databases, search, streaming, and application infrastructure easily accessible to everyone. Right now, we’re looking for a Support Engineer to join our team who shares our passion for forward-thinking and innovative approaches.

Job Responsibility:

  • Deliver exceptional customer service within SLAs
  • Develop deep expertise in our Aiven Platform and Aiven Services
  • Apply your experience with open-source databases and technologies
  • Troubleshoot complex issues, especially in Linux environments, public clouds (AWS, Google or Azure) and in the areas of compute, storage - block and object, networking, and security groups
  • Identify trends in customer feedback, report and suggest improvements
  • Help evolve and develop our support processes and tooling
  • Create and refine Runbooks and Playbooks from previously encountered issues, streamlining future resolution processes and fostering knowledge sharing
  • Research and report product malfunctions in order to expedite the resolution process ensuring optimal customer outcomes
  • Collaborate with cross-functional teams, including Documentation, Product, Sales, and Engineering
  • Engage with customers and teams via various channels, working collaboratively via ticketing system, email, chat and occasionally by phone or remote sessions to diagnose and resolve customer issues
  • Mentor and be mentored, sharing your knowledge and experience to help them grow and succeed

Requirements:

  • 4-7 years of experience working as Support Engineer/Testing/Specialist at a SaaS or software company
  • Experience with open-source databases and technologies such as PostgreSQL, MySQL, Redis, and/or other technologies like Kafka, OpenSearch, Cassandra, and Grafana
  • Strong Linux and Networking skills as an administrator or Support Engineer
  • Excellent communication skills, with the ability to connect with users, adjust the tone and deliver personalized support
  • Critical thinking that prioritizes client needs and perspectives
  • Strong written and verbal communication skills, with the ability to clearly articulate root cause analysis to diverse stakeholders
  • Knowledge of distributed systems, and the ability to read and write SQL
  • Previous use of Zendesk, Slack, ServiceCloud, Google, Jira, Zendesk, Intercom, and/or Github
  • Experience in public clouds (AWS, Google, Azure) across compute, storage, networking, and security
  • A take charge attitude, technically curious, detail-driven, yet goal-oriented and focused on delivering results
  • The ability to participate in a weekend on-call rotation

Nice to have:

  • Experience as a developer or Support engineer with at least one of the following products: Apache Kafka, PostgreSQL, MySQL, Opensearch and/or Elasticsearch
  • 1+ years of experience as a developer, site reliability engineer, or devops engineer
  • Open source contributions (code, bug reports, community support, documentation)
What we offer:
  • Participate in Aiven’s equity plan
  • Hybrid work policy
  • Get the equipment you need to set yourself up for success
  • Real employer support (use one of our learning platforms, annual learning budget, and more)
  • Holistic wellbeing support through our global Employee Assistance Program
  • Extensive Occupational Health Care, Dental Care, as well as sports, culture, massage, commute and lunch benefits
  • Finnish Language lessons
  • Monthly office breakfast
  • Statutory accident insurance

Additional Information:

Job Posted:
December 16, 2025

Employment Type:
Fulltime
Work Type:
Hybrid work
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