Database Support Engineer - APAC

📋 Description

• • Join TigerData Inc., a leader in revolutionizing data infrastructure with the fastest PostgreSQL platform, designed to empower developers and businesses across transactional, analytical, and agentic workloads. We are a globally distributed, remote-first company committed to fostering direct communication, accountability, and collaborative excellence as we shape the future of data management.
• • As a versatile Database Support Engineer within our Technical Services team, you will play a pivotal role in ensuring customer success by providing expert technical support for our cutting-edge platform. This role extends beyond traditional database administration, immersing you in our entire technology stack, including PostgreSQL, TimescaleDB, Kubernetes, and cloud infrastructure on AWS and Azure.
• • You will operate at the dynamic intersection of databases, cloud infrastructure, and modern platform engineering, tackling a diverse range of daily challenges. This includes optimizing complex analytical queries, troubleshooting intricate cloud and Kubernetes environments, and resolving issues within features built on top of our robust database core.
• • Your responsibilities will encompass a broad spectrum of technical investigations, from diagnosing network connectivity problems to utilizing browser Developer Tools for tracing API failures, thereby providing comprehensive support to our customers across their entire technology stack.
• • This position offers an exceptional opportunity to build deep expertise across our entire platform while simultaneously enhancing your specialized knowledge of databases. If you thrive on variety, relish solving challenging technical problems, and are passionate about engaging directly with customers, this role promises an abundance of rewarding experiences.
• • A crucial aspect of this role involves becoming intimately familiar with TimescaleDB. We strongly encourage all applicants to sign up for our free trial, explore its capabilities, and test its features before submitting an application and proceeding with the interview process. Access the free trial here: https://console.cloud.timescale.com/signup. Additionally, a helpful tutorial is available at: https://docs.tigerdata.com/tutorials/latest/real-time-analytics-transport/.
• • TigerData operates as a fully remote-first company, and this full-time position offers priority consideration for candidates located within the APAC time zones. The role is structured as a permanent weekday position, adhering to standard 5-day, 8-hour shifts from Monday to Friday.
• • While the role primarily focuses on weekday operations, there may be an occasional requirement for on-call coverage to ensure continuous support for our global customer base.
• • CUSTOMER SUCCESS:
• • Deliver high-caliber technical support to customers encountering issues with our database and platform services, ensuring timely and effective resolutions.
• • Articulate complex technical concepts with clarity and precision, translating them into easily understandable and actionable guidance for customers of varying technical proficiencies.
• • Engage proactively with customers to thoroughly understand their unique use cases, business objectives, and technical environments, enabling you to optimize their implementations for maximum effectiveness.
• • Develop a profound understanding of customer pain points and challenges, leveraging this insight to deliver tailored solutions that directly address their critical needs and drive business value.
• • Act as a trusted technical advisor, building strong relationships with customers and empowering them to achieve their goals and maximize their success with our platform.
• • Manage customer support cases comprehensively from initial contact through to final resolution, ensuring a seamless and positive customer experience.
• • DATABASE EXCELLENCE:
• • Diagnose, troubleshoot, and optimize performance issues within PostgreSQL and TimescaleDB environments, ensuring peak operational efficiency.
• • Assist customers in implementing advanced database solutions, including the effective utilization of TimescaleDB features such as hypertables, sophisticated compression strategies, and continuous aggregates.
• • Conduct in-depth analysis of complex query execution plans, identifying and resolving performance bottlenecks through best practices in indexing, query tuning, backup/restore procedures, and migration strategies.
• • Develop and implement PL/pgSQL procedures to streamline and automate data operations, enhancing efficiency and data integrity.
• • Proactively test and evaluate new database features related to TimescaleDB or Agentic PostgreSQL, staying ahead of industry trends and enabling customers to leverage cutting-edge capabilities.
• • PLATFORM & INFRASTRUCTURE:
• • Investigate and resolve technical issues that span the entire technology stack, from the application layer down to the deepest database internals.
• • Facilitate the integration and troubleshoot complex issues related to our platform's features and functionalities.
• • INTERNAL COLLABORATION:
• • Provide expert technical support to internal teams, including Solutions Architects and Customer Delivery specialists, leveraging your extensive debugging knowledge across all product features.
• • Collaborate closely with Engineering teams to thoroughly investigate complex issues, identify root causes, and contribute to product improvements.
• • Foster faster resolution of customer issues by actively participating in cross-team knowledge sharing initiatives and documenting solutions.
• • INNOVATION & GROWTH:
• • Explore and leverage Artificial Intelligence (AI) tools and techniques to accelerate your problem-solving and support activities.
• • Contribute valuable insights and feedback to platform improvements based on your direct experience with real-world customer needs and challenges.
• • Maintain a continuous learning mindset, staying abreast of the latest advancements in PostgreSQL, TimescaleDB, cloud technologies, and AI applications in data management.
• • Create and maintain comprehensive documentation to support team knowledge sharing and onboarding processes.