Customer Support Engineer

PlanetScale
EMEA
Workplace: RemoteFull timeFunction: Customer Support (Service Desk)Skills: ["Communication","Empathy","Problem-solving","Organization","Cross-functional collaboration"]

Help developers and businesses succeed with the PlanetScale platform by handling support requests across tickets, Slack, and public channels. Debug and resolve issues spanning SQL queries, schema changes, connectivity, and production workflows. Provide guidance on effective usage and create support documentation, playbooks, and troubleshooting guides. Identify recurring friction and partner with Engineering to improve products, processes, and developer-focused support at scale.

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FursaFursa
PlanetScale
PlanetScale
3 days ago

Customer Support Engineer

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Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live

Job Summary

Help developers and businesses succeed with the PlanetScale platform by handling support requests across tickets, Slack, and public channels. Debug and resolve issues spanning SQL queries, schema changes, connectivity, and production workflows. Provide guidance on effective usage and create support documentation, playbooks, and troubleshooting guides. Identify recurring friction and partner with Engineering to improve products, processes, and developer-focused support at scale.
Location: EMEA
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Advise and handle support requests from customers and developers on the PlanetScale platform.
  • •Respond to, debug, and resolve customer support issues through tickets, Slack channels, and public discussions.
  • •Help customers use PlanetScale effectively, including reasoning about queries, schema changes, connectivity, and production workflows.
  • •Create and improve internal/external documentation, support playbooks, troubleshooting guides, and customer-facing materials.
  • •Identify product gaps and recurring sources of customer friction and work with Engineering to prioritize improvements.

Pay and Benefits

Equity and Bonus:Equity

Key Requirements

  • •Experience supporting production applications, databases, developer tools, infrastructure, or other technical products.
  • •Working knowledge of SQL, preferably with experience in MySQL and/or PostgreSQL.
  • •Strong debugging and troubleshooting skills to reason through application and database behavior.
  • •Programming experience to read and navigate unfamiliar code to understand customer issues.
  • •Experience with application frameworks, ORMs, database connectors, or application deployment patterns.
Skills:CommunicationEmpathyProblem-solvingOrganizationCross-functional collaboration
Languages:English
Tech Stack:SQLMySQLPostgreSQLVitessPostgresAWSGCPAzureSlack

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