Senior Support Engineer

LanceDB Inc.

Job Overview

Location

Job Type

Full-time

Full Job Description

📋 Description

• As a Senior Support Engineer at LanceDB Inc., you will serve as a critical technical bridge between the engineering team and enterprise customers, ensuring the successful deployment, operation, and optimization of LanceDB’s high-performance, cloud-native database for AI-native and multimodal workloads. Your role is foundational in building scalable support practices that directly impact customer success and product reliability in production environments handling multi-billion-scale vector search and real-time analytics.
• You will be one of the early team members shaping LanceDB’s support infrastructure from the ground up, combining deep technical expertise with proactive customer advocacy to improve both user experience and product quality through data-driven support processes and close collaboration with engineering.
• Day to day, you will develop and maintain comprehensive knowledge-base articles, runbooks, and support tooling that document common issues, deployment best practices, performance tuning techniques, and troubleshooting workflows for LanceDB’s distributed Rust and Python-based systems.
• You will actively monitor and improve key support metrics including response time, resolution time, and customer satisfaction, using data to identify trends, escalate recurring product issues, and advocate for customer needs in product roadmap discussions.
• As a primary technical point of contact, you will troubleshoot complex customer issues, respond to escalations, and guide users through full lifecycle support for large-scale LanceDB deployments, requiring deep diagnostic skills and clear communication under pressure.
• You will collaborate closely with engineering and product teams to reproduce customer-reported issues, debug root causes in query execution, storage engine, indexing, sharding, replication, and fail-over mechanisms, and drive fixes or enhancements through patches, configuration changes, or tooling improvements.
• You will dive deep into LanceDB’s distributed database internals, including cloud orchestration via Kubernetes and serverless-style deployments, to understand performance bottlenecks, resource contention, and failure modes in production environments.
• You will use and contribute to LanceDB’s Python and Rust codebases by building diagnostic tools, inspecting logs, applying patches, and validating fixes in customer-like environments to ensure robustness and usability.
• You will gain hands-on experience with cutting-edge AI infrastructure, working alongside core contributors to projects like pandas, Apache Arrow, Iceberg, and HDFS, while developing expertise in vector databases, feature stores, and real-time data systems at scale.
• This role offers the opportunity to grow into a technical leadership position within a fast-moving startup, shaping not only support operations but also influencing product direction through direct customer feedback and technical advocacy.

🎯 Requirements

• 8+ years of professional experience in support, operations, or troubleshooting roles within distributed database or data infrastructure environments.
• Demonstrated experience with distributed database systems, cloud-native data platforms, vector/feature stores, analytics engines, or big data systems.
• Proficiency in Rust and/or Python, including the ability to read, navigate, debug, and contribute to production-quality codebases in these languages.
• Strong knowledge of distributed systems concepts such as sharding, replication, consensus, failure modes, performance bottlenecks, and cloud-native orchestration (Kubernetes, containerization, autoscaling).
• Excellent customer-facing communication skills, with the ability to explain complex technical issues clearly, manage expectations, and advocate for customers in cross-functional settings.
• Experience with major cloud platforms (AWS, GCP, or Azure) and Kubernetes or serverless deployment models for database workloads.
• Strong sense of ownership, urgency, and ability to prioritize effectively under pressure while working closely with engineering teams to drive timely resolutions.

🏖️ Benefits

• Opportunity to work with a world-class team of open-source contributors, including co-authors of pandas and contributors to HDFS, Arrow, Iceberg, and HBase.
• Direct impact on cutting-edge AI infrastructure that powers next-generation machine learning and multimodal workflows at scale.
• High autonomy and influence in a fast-moving startup environment where your technical insights shape both support practices and product evolution.
• Exposure to advanced distributed systems, cloud-native technologies, and observability tools in real-world production scenarios.
• Career growth potential into technical leadership roles as LanceDB scales its support and customer success organization.

Skills & Technologies

Python

Rust

AWS

Azure

GCP

Senior

Onsite

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LanceDB Inc.

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About LanceDB Inc.

LanceDB Inc. provides an open-source, serverless vector database optimized for AI and machine-learning workloads. Built on the Lance columnar format, it enables low-latency similarity search, embedding storage, and large-scale analytics directly on cloud object storage without managing servers. The system supports Python, JavaScript, and REST APIs, integrates with popular ML frameworks, and offers managed cloud services. Use cases span retrieval-augmented generation, recommendation engines, and computer vision pipelines, allowing teams to ship production-ready AI features faster and cheaper.

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