Technical Support Engineer Job at Aiven Deutschland GmbH (Sydney)

Job Description

Our support team thrives on tackling complex challenges with technical brilliance and a customer-first mindset, guided by a spirit of ownership and collaboration. Our customers are primarily Enterprise and startup developers with a good understanding of technology, and we are tightly integrated with Product Development, Operations, and SRE teams. Depending on your interests, you can also participate in new feature development (we love Python) and improving our automation tooling. In Support, we love building technology to automate our repetitive tasks.

Job Responsibility

Take ownership of customer issues through to resolution, communicating status transparently throughout
Learn and troubleshoot open-source technologies including PostgreSQL, MySQL, Kafka, and OpenSearch across AWS, Google Cloud, and Azure
Diagnose and resolve issues via our ticketing system, using a combination of technical documentation and both AI-assisted and non AI diagnostic tools to speed up resolution
Communicate with customers with clarity and empathy, ensuring they feel heard and informed throughout the resolution process
Troubleshoot and escalate complex technical issues to senior engineers and engage with internal teams like Operations, Security, Product and Sales
Research, reproduce and report product malfunctions using tools like Jira
Contribute to internal and external knowledge bases, documenting new solutions and AI-driven workflows
Work within agreed APAC shift patterns to ensure regional coverage across defined support hours

Requirements

1+ years in technical support or systems engineering, preferably in a PaaS/SaaS or enterprise IT environment
Interest in learning and mastering the Aiven platform and the products we offer
Clear, concise, and effective verbal and written communication skills for interacting with global customers and colleagues
Ability to read and interpret logs and metrics as part of issue diagnosis
Good decision making skills, knowing when to escalate and what information to provide during escalations
A willingness to collaborate, learn and share knowledge from a diverse, high-performing team
Basic-level Linux and networking knowledge
Familiarity with AI tools (such as ChatGPT, Copilot, Claude Code or LLMs) to assist in writing scripts, summarizing technical logs, or explaining complex concepts
A natural curiosity for how software works and a persistent drive to solve technical puzzles
Experience with at least one of the public clouds such as: AWS, Google Cloud, Azure

Nice to have

Hands-on experience in any of the following: Apache Kafka, PostgreSQL, MySQL, and OpenSearch
Some of the acknowledged certifications (such as ones for AWS, Google Cloud, Azure Cloud)
Previous use of Slack, Jira, Zendesk, Github or support ticketing systems
Testing of any of the following products: Apache Kafka, PostgreSQL, MySQL, Grafana and Opensearch

What we offer

Participate in Aiven’s equity plan
Balance work and life with our hybrid work policy
Choose the equipment you need to set yourself up for success
Use your Professional Development Plan budget for learning opportunities
Receive holistic wellbeing support through our global Employee Assistance Program
Inquire about our Global Time Off Commitment (Parental and Sick Leave, as well as Personal Time)
Enjoy country-specific benefits for our global cast

Aiven Deutschland GmbH - All Job Offers

Select Country

Technical Support Engineer

Job Description

Job Responsibility

Requirements

Nice to have

What we offer

Looking for more opportunities?