Technical Support Engineer

About Aiven

Aiven is a global organization of over 400 members dedicated to advancing open-source technology and multi-cloud solutions. Our mission is to establish ourselves as a trusted Data & AI Platform by delivering popular open-source tools such as Apache Kafka®, Aiven for PostgreSQL®, Clickhouse®, and OpenSearch®. We aim to accelerate innovation, increase operational efficiency, and support companies across any cloud environment.

Job Overview

• Join our support team that excels in resolving complex technical problems with a customer-centric approach grounded in ownership and teamwork.
• Our clientele mainly includes enterprise and startup developers knowledgeable in technology, and we work closely with Product Development, Operations, and Site Reliability Engineering teams.
• Based on your interests, you can also contribute to feature development (primarily in Python) and enhance automation tools to streamline recurring support tasks.

Key Responsibilities

• Take end-to-end responsibility for resolving customer issues, keeping transparent communication regarding status updates.
• Develop expertise in troubleshooting open-source technologies such as PostgreSQL, MySQL, Kafka, and OpenSearch within AWS, Google Cloud, and Azure ecosystems.
• Resolve problems using a ticketing platform supported by technical documentation, AI-assisted tools, and other diagnostic aids to accelerate solutions.
• Communicate effectively and empathetically with customers to ensure they feel understood and updated during the support process.
• Identify and escalate complicated issues to senior engineers while coordinating with teams in Operations, Security, Product, and Sales.
• Conduct research, reproduce issues, and document product defects via tools like Jira.
• Contribute to maintaining and updating both internal and external knowledge resources, including AI-driven workflows.
• Work in line with APAC shift schedules to provide regional support coverage.

Candidate Profile

• Minimum of 1 year experience in technical support or systems engineering, ideally within PaaS/SaaS or enterprise IT sectors; knowledge of Aiven technologies is a plus.
• A strong desire to learn and master the Aiven platform and its offerings.
• Excellent verbal and written communication abilities tailored for global client and colleague interaction.
• Proficient at analyzing logs and metrics as part of troubleshooting.
• Good judgment regarding escalation procedures and information sharing during issue resolution.
• A cooperative attitude, willingness to learn, and eagerness to share expertise within a diverse, high-performing team.
• Familiarity with Linux basics and networking concepts; experience using Fedora and comfort with command-line interfaces.
• Experience with AI tools (ChatGPT, Copilot, Claude Code, or language models) for script assistance, log summarization, or clarifying complex problems.
• Curiosity about software mechanics and persistent problem-solving drive.
• Experience working on at least one major public cloud platform such as AWS, Google Cloud, or Azure.

Preferred Qualifications

• Hands-on experience with Apache Kafka, PostgreSQL, MySQL, or OpenSearch.
• Relevant certifications for AWS, Google Cloud, or Azure Cloud considered advantageous.
• Familiarity with platforms like Slack, Jira, Zendesk, Github, or other support ticketing systems.
• Testing experience in products like Apache Kafka, PostgreSQL, MySQL, Grafana, or OpenSearch is a bonus.

Additional Information

We offer a global benefits package that supports your personal and professional growth, including equity participation, a hybrid work model, choice of work equipment, a professional development budget, global employee wellbeing programs, and country-specific perks. We follow equal opportunity employment principles and are committed to accessibility and accommodations for individuals with disabilities or special needs.

Employment Scam Warning

Please be vigilant about fake job postings—official communications come only from @aiven.io, @greenhouse.io, or @eu.greenhouse.io email domains, and interviews are conducted via video calls or in person. Avoid any offers conducted through text or chat.