Technical Support Engineer

About the role

Our support team thrives on tackling complex challenges with technical brilliance and a customer-first mindset, guided by a spirit of ownership and collaboration. Our customers are primarily Enterprise and startup developers with a good understanding of technology, and we are tightly integrated with Product Development, Operations, and SRE teams. Depending on your interests, you can also participate in new feature development (we love Python) and improving our automation tooling. In Support, we love building technology to automate our repetitive tasks.

Responsibilities

• Take ownership of customer issues through to resolution, communicating status transparently throughout.
• Learn and troubleshoot open-source technologies including PostgreSQL, MySQL, Kafka, and OpenSearch across AWS, Google Cloud, and Azure.
• Diagnose and resolve issues via our ticketing system, using a combination of technical documentation and both AI-assisted and non AI diagnostic tools to speed up resolution.
• Communicate with customers with clarity and empathy, ensuring they feel heard and informed throughout the resolution process.
• Troubleshoot and escalate complex technical issues to senior engineers and engage with internal teams like Operations, Security, Product and Sales.
• Research, reproduce and report product malfunctions using tools like Jira.
• Contribute to internal and external knowledge bases, documenting new solutions and AI-driven workflows.
• Work within agreed APAC shift patterns to ensure regional coverage across defined support hours.

Requirements

• 1+ years in technical support or systems engineering, preferably in a PaaS/SaaS or enterprise IT environment, bonus points if you have familiarity with any of the technologies offered by Aiven.
• Interest in learning and mastering the Aiven platform and the products we offer
• Clear, concise, and effective verbal and written communication skills for interacting with global customers and colleagues.
• Ability to read and interpret logs and metrics as part of issue diagnosis.
• Good decision making skills, knowing when to escalate and what information to provide during escalations.
• A willingness to collaborate, learn and share knowledge from a diverse, high-performing team.
• Basic-level Linux and networking knowledge (we use Fedora as our work development environment and the Linux command line is our best friend!).
• Familiarity with AI tools (such as ChatGPT, Copilot, Claude Code or LLMs) to assist in writing scripts, summarizing technical logs, or explaining complex concepts.
• A natural curiosity for how software works and a persistent drive to solve technical puzzles.
• Experience with at least one of the public clouds such as: AWS, Google Cloud, Azure.
• Hands-on experience in any of the following" Apache Kafka, PostgreSQL, MySQL, and OpenSearch.
• Bonus if you have some of the acknowledged certifications (such as ones for AWS, Google Cloud, Azure Cloud).
• Previous use of Slack, Jira, Zendesk, Github or support ticketing systems.
• Testing of any of the following products: Apache Kafka, PostgreSQL, MySQL, Grafana and Opensearch.
• Amazing! What's next:
• If you think Aiven is the place for you and that our Values align with yours, send us your resume and we'll get in touch!
• Global Benefits:
• Our global benefits are designed to help you thrive and grow, personally and professionally:
• Participate in Aiven's equity plan.
• Balance work and life with our hybrid work policy.
• Choose the equipment you need to set yourself up for success.
• Use your Professional Development Plan budget for learning opportunities.
• Receive holistic wellbeing support through our global Employee Assistance Program.
• Inquire about our Global Time Off Commitment (Parental and Sick Leave, as well as Personal Time)
• Enjoy country-specific benefits for our global cast.
• How to Recognize and Avoid Employment Scams:
• Equal Opportunities:
• Aiven provides equal employment opportunities to all qualified employees and applicants for employment without regard to a

Benefits

Additional Information

We're a global team of over 400 people, working together to push the boundaries of open-source technology and multi-cloud solutions. Our vision is to become the trusted Data & AI Platform for everyone, leveraging the most popular open-source technologies like Apache Kafka®, Aiven for PostgreSQL®, Aiven for Clickhouse®, and Aiven for OpenSearch®. to help companies accelerate time-to-market, drive efficiency, and build innovative solutions across any cloud.

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