Job details

Principal Support Engineer

A Little About Us

EDB provides a data and AI platform that enables organizations to harness the full power of Postgres for transactional, analytical, and AI workloads across any cloud, anywhere. EDB empowers enterprises to control risk, manage costs and scale efficiently for a data and AI led world. Serving more than 1,500 customers globally and as the leading contributor to the vibrant and fast-growing PostgreSQL community, EDB supports major government organizations, financial services, media and information technology companies. EDB’s data-driven solutions enable customers to modernize legacy systems and break data silos while leveraging enterprise-grade open source technologies. EDB delivers the confidence of up to 99.999% high availability with mission critical capabilities built in such as security, compliance controls, and observability. For more information, visit www.enterprisedb.com

Job Description:

We're looking for a stellar Principal Support Engineer to join our Support Services team in the US. As a Principal Support Engineer you will be a part of our Support Services team that is 100% Remote working on a global team. You will be responsible for maintaining and managing Postgres databases, partnering closely with our clients by providing guidance, support and execution following best practices.

Candidates please note: This role can be located 100% remotely, with most activity occurring within standard North American business hours.

What your impact will be:

Technical leadership and input toward Customer Support’s impact on our customer needs through their journey post-sale, including integration, testing, tuning, administration, design, development, and planning of their estate of the EDB analytical solutions.
Prioritize and manage several open issues at one time and be the Subject Matter Expert.
Lead, design, enable and coach the Support Services Analytics SME pod.
Properly escalate unresolved issues to appropriate internal teams (e.g. software development).
Representation within EDB and the analytics communities of what a customer experience should be.
Test and develop troubleshooting strategies and mechanisms for EDB products geared and developed towards containers running on public /private cloud environments.
Troubleshoot, diagnose and solve Postgres-based database solution issues and provide prompt and accurate feedback to customers.

What you will bring:

10+ yrs of total experience including recent 7+ years of experience in Data Warehouse solution with an emphasis on on Greenplum
In depth knowledge of Greenplum’s parallel processing and integration with big data frameworks such as Hadoop
Strong understanding of data warehousing concepts and analytical query design
Strong understanding of Kubernetes architecture (nodes, pods, services, deployments, etc.), knowledge of Kubernetes API objects and their relationships, proficiency in writing and managing YAML files for Kubernetes resources, use of Helm charts for managing Kubernetes applications
Use of Monitoring tools like Prometheus, Grafana, and ELK stack, knowledge of logging solutions and troubleshooting techniques, experience with Persistent Volumes and Persistent Volume Claims and Knowledge of dynamic provisioning and storage classes.
2+ years of scripting experience with Python, Bash, PowerShell and YAML
2+ years of programming experience with C, C++, , Java, or .net
Strong experience in cloud service environments in AWS, Azure and GCP.
Intermediate to advanced knowledge of Red Hat Openshift for database solutions.
Experience mentoring junior and mid-level technical support engineers
Ability to work cross-functionally with Development, Product Management and Sales Teams
Ability to lead critical incident calls and driving resolution under pressure
Ability to create detailed technical documentation for customers and internal teams
Ability to create runbooks, playbooks and best practice documentation
Facilitation of knowledge transfer sessions and training for technical support
Strong troubleshooting skills and mindset
Good interpersonal and communication skills(both verbal & written)
Good time-management skills and ownership
Flexibility to work in Shifts and on weekends (if required)

What will give you an edge:

Redhat Linux certification (RHCE) is preferred with strength in RHOS
PostgreSQL Certified Professional
Certifications related to Greenplum
OpenShift Administrator certification preferred
Working knowledge of deployment/development on AI/ML applications and GenAI skills would be an added advantage

EDB is committed to supporting our employees' overall well being by offering a range of benefits and resources to promote a healthy work-life balance and wellness. We provide access to CuraLinc to aid employees in health and wellness tips and practices, as well as Wellness Fridays extending to December 2024! Check out our career site for more information on perks and benefits and reach out to our Talent Acquisition team for region specific benefits.

We know it takes a unique mix of people and skills to help us in our mission to supercharge Postgres, and we understand that not everyone will check every box. We’d love to hear from you and we want you to apply!

EDB is proud to be an equal opportunity workplace. We celebrate diversity and are committed to creating an inclusive environment for all employees. EDB was built on a commitment to trust and respect each other and to embrace an array of people and ideas. These values remain at the center of our culture and are key to our company’s integrity.

EDB does not seek or accept unsolicited resumes or CVs from recruitment agencies. EDB and its affiliates are not responsible for, and will not pay, any fees, commissions, or any other similar payment related to unsolicited resumes or CVs except as required in a written signed agreement between EDB and the recruitment agency or party requesting payment of a fee.

#LI-Remote #BI-Remote

Average salary estimate

$135000 / YEARLY (est.)

min

max

$120000K

$150000K

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What You Should Know About Principal Support Engineer, EDB

At EDB, we're on the lookout for an exceptional Principal Support Engineer to join our Support Services team! In this remote position, you'll have the exciting opportunity to work from anywhere in the U.S., and you'll play a crucial role in maintaining and managing Postgres databases. We pride ourselves on our ability to empower clients with high-quality support and guidance, ensuring they get the most out of our cutting-edge EDB analytical solutions. As the Principal Support Engineer, you will use your expertise to lead and coach our Support Services Analytics team, solve complex Postgres-related challenges, and collaborate with clients throughout their support journey. Your technical insights will help drive improvements and streamline processes, while your engagement with the analytics community will shape exceptional customer experiences. Plus, with a chance to escalate unresolved issues to development teams and contribute to best practice documentation, your impact will resonate well beyond just your role. So, if you are passionate about data, AI, and delivering unparalleled client support with a team that has a commitment to excellence, this is the job for you at EDB!

Frequently Asked Questions (FAQs) for Principal Support Engineer Role at EDB

What are the main responsibilities of a Principal Support Engineer at EDB?

As a Principal Support Engineer at EDB, your responsibilities include maintaining and managing Postgres databases, providing expert guidance and support to clients, leading the Support Services Analytics team, troubleshooting Postgres-based database solutions, and developing best practices to enhance the customer experience.