Customer Support Engineer

PlanetScale
United States
Workplace: RemoteFull timeUSD 150,000 - 200,000 annuallyFunction: Customer Support (Service Desk)Skills: ["Customer-focused","Empathetic communication","Debugging","Problem-solving","Cross-functional communication"]

Help developers and businesses get the most out of the PlanetScale platform by handling support requests, debugging issues, and resolving problems through tickets and community channels. You’ll guide customers on query and schema reasoning, database connectivity, and production workflows, while improving internal documentation and support playbooks. Identify recurring product gaps, partner with Engineering on fixes, and build scalable, developer-focused support processes.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
PlanetScale
PlanetScale
14 hours ago

Customer Support Engineer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Help developers and businesses get the most out of the PlanetScale platform by handling support requests, debugging issues, and resolving problems through tickets and community channels. You’ll guide customers on query and schema reasoning, database connectivity, and production workflows, while improving internal documentation and support playbooks. Identify recurring product gaps, partner with Engineering on fixes, and build scalable, developer-focused support processes.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Advise and handle customer and developer support requests on the PlanetScale platform.
  • •Respond to, debug, and resolve issues through support tickets, Slack channels, public discussions, and other support channels.
  • •Help customers use PlanetScale effectively, including query reasoning, schema changes, database connectivity, and production workflows.
  • •Create and improve documentation, support playbooks, troubleshooting guides, and customer-facing materials.
  • •Identify product gaps and recurring friction, then collaborate with Engineering to prioritize improvements.

Pay and Benefits

Salary: USD 150,000 - 200,000 annually
Equity and Bonus:Equity

Key Requirements

  • •Experience supporting production applications, databases, developer tools, infrastructure, or other technical products.
  • •Working knowledge of SQL, preferably with MySQL and/or PostgreSQL.
  • •Strong debugging skills to reason through application and database behavior.
  • •Comfort reading and navigating unfamiliar code to understand customer issues (not full-time programming).
  • •Experience with application frameworks, ORMs, database connectors, or application deployment patterns.
Experience:Developer toolsProduction applicationsDatabasesInfrastructureRemote organization
Skills:Customer-focusedEmpathetic communicationDebuggingProblem-solvingCross-functional communication
Languages:English
Tech Stack:SQLMySQLPostgreSQLAWSGCPAzure

Company Brief

PlanetScale
Provides a serverless, MySQL-compatible distributed database platform built on Vitess for developers and enterprises, enabling scalable, resilient, and cloud-native database operations with features like branching, zero-downtime schema changes, and multi-region deployment.
Industry: Data Infrastructure
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Funding: Series C
Headquarters: San Francisco, United States
Founded: 2018
WebsiteLinkedIn