Technical Support Engineer, US/CAN

InfluxData is the creator of InfluxDB, the leading time series platform used to collect, store, and analyze all time series data at any scale. Developers can query and analyze their time-stamped data in real-time to discover, interpret, and share new insights to gain a competitive edge. InfluxData is a remote-first company with a globally distributed workforce. For more information, visit www.influxdata.com.

When something is broken, do you want to figure out why? When you figure out why, do you explain the process to your friends? Join our growing support team to level up on cutting-edge technology, Golang, SaaS operations, and to collaborate with our wide range of customers and partners.

As a Technical Support Engineer, you'll respond to support questions from our range of customers, collaborate with the developers and product teams on characterizing, reproducing, and fixing issues, host webinars, and work with our open-source community on GitHub and elsewhere. You will be a key part of our 24/7 support presence by partnering with our on-prem customers and SaaS users. You'll be supporting users at Fortune 50 enterprises, fledgling startups, established startups, academic researchers, and government projects. Our customers come from many fields, including industrial automation, high frequency trading, consumer retail, online gaming, and energy management. We're looking for candidates who value continual improvement, building tools, and venturing into the unknown. The Technical Support team is a good home for people who leave things better than they found them. We are people who say "I'll learn!" rather than "I don't know." You'll need to be open to experimenting, which means that sometimes you will fail. (That's okay -- every mistake is also a lesson.) You'll need the persistence to find a solution without a flowchart laying out the entire process. You'll need the maturity and experience to work without direct oversight much of the day and with colleagues distributed around the globe. Being empathic, supportive, and self-aware are key to your success.

The application window will be open until at least March 28, 2025. This opportunity will remain online based on business needs which may be before or after the specified date.
What you'll be doing

• Demonstrate ownership, follow-through with customers and drive issues to resolution

• Reproduce customer issues and test new product functionality

• Partner with customers to achieve their desired goals by illustrating best practices

• Adhere to contractual SLAs for responsiveness

• Update and extend documentation

• Participate in on-call rotation for the SaaS product with rest of the team

• Enhance our InfluxDB Cloud offering using automation and monitoring tools

• Develop solutions using SQL, Python, and Golang

• Communicate recurring issues, challenges, and roadblocks with fellow team members
  and products

What you bring to the table

• Experience in a customer-facing position as a front-line engineer/technical support engineer

• Excellent written and verbal English communication skills 

• Empathy for people facing technical challenges

• 5+ years of technical work experience: technical support, development, engineering, etc.

• Profound knowledge in database concepts, automation, monitoring, templating, APIs,
  and Linux based CLIs

• Knowledge of Networking and HTTP(S)d

• Expertise in at least in one of the following: SQL, Python+NumPy/SciPy, R, Matlab,
  Haskell

• Proficiency integrating with AWS, Azure, GCP, and their associated Kubernetes
  environments.

• Exposure to AWS Lambda (or equivalent), RDS, S3 (or equivalent)

• Advanced data manipulation skillset in Parquet, JSON, and CSV formats

• Familiarity with system monitoring tools and practices (Nagios, Zabbix, Zenoss,
  Sensu, etc.)

• Git or other version control systems experience

Bonus Points

• Software development experience, particularly Golang, Rust or Apache Arrow

• Fluency with queuing (Kafka, Rabbit MQ, MQ Series, etc.)

• Competence in working with time-series data tools

• Professional Services or Training experience

• Multi-lingual

Interview Information:

Our interview process begins remotely. Interviews are typically conducted via Zoom. To ensure every candidate can participate, please let us know if you are unable to access Zoom. Some roles may require an in-person meeting with a team member as part of the final stage.

We offer fantastic benefits for full time employees; in the US these include:

• Medical/dental/vision insurance with 100% coverage for employees and dependents

• Company contribution to your FSA

• Flexible Time Off - take the time you need

• Life Insurance, short and long term disability insurance

• 401(k)

• Wellness programs

• Annual professional development budget

• Financial planning and legal advice

Our Core Values

Our employees are the heart of the company and only by having a core set of beliefs and values will we be successful. We hire and live by these core values:

• We value each other

• We get stuff done

• We believe humility drives learning

• We embrace failure

• We are committed to open source

Visit our careers page to learn more about working at InfluxData.

InfluxData is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or any other categories protected by applicable law. 

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If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to use or access this website to apply for a vacancy as a result of your disability. You can request reasonable accommodations by reaching out to the recruiting team by emailing apply@influxdata.com. 

InfluxData does not accept unsolicited resumes from headhunters and recruitment agencies through our website, job board or directly to employees. InfluxData will not pay fees to any third-party agency, headhunter or company that does not have a signed agreement for this position in place.

Beware of job scams and fraudulent offers! Our recruiters use @influxdata.com email addresses exclusively. We do not conduct interviews via text or instant message and we do not ask candidates to download software other than Zoom, to purchase equipment through us, or to provide sensitive personally identifiable information such as bank accounts or social security numbers. If you have been contacted by someone claiming to be from InfluxData from a different domain about a job offer, please report it as potential job fraud to law enforcement and to jobs@influxdata.com.