Support Engineer strong experience in MySQL or Postgresql

$104,000 - $114,400/Yr

Nic Info Tek - Charlotte, NC

Full-time - Mid Level

Charlotte, NC

Professional, Scientific, and Technical Services

About the position

The Support Engineer role focuses on providing high-level technical support for Azure SQL Cloud services, specifically MySQL and PostgreSQL. The Embedded Escalation Engineer (EEE) will work closely with the Customer Service and Support (CSS) team to manage customer-reported incidents, ensuring timely resolutions and high customer satisfaction. This position requires strong problem-solving skills and the ability to engage with both customers and product teams to drive support incident resolution.

Responsibilities

• Manage customer-reported incidents (CRI Management) and ensure timely resolutions.
• Engage with the CSS team to triage high severity cases and provide solutions for first day resolution (FDR).
• Encourage escalation to the Product group when solutions are not available and ensure quick resolutions for customers.
• Follow up on aging CRIs to improve customer satisfaction (CSAT) metrics.
• Track and improve Time to Resolve and Time to Escalate metrics month over month.
• Provide engineering support at a product component level for Azure SQL Cloud (MySQL & PostgreSQL).
• Perform complex product debugging and remediation in collaboration with development teams.
• Identify emerging trends or recurring escalation scenarios and drive engineering opportunities to mitigate them.
• Occasionally engage directly with customers to facilitate incident resolution.

Requirements

• 3+ years of experience in a customer-facing or support role such as technical escalation support, product support, or IT DevOps.
• Superior problem-solving and troubleshooting skills with the ability to analyze problems using various data collection tools.
• Strong proficiency in MySQL database management and familiarity with other SQL/NoSQL databases like PostgreSQL and MongoDB.
• Understanding of MySQL's underlying storage engines and experience with replication configuration in MySQL.
• Knowledge of best practices in MySQL and proficiency in writing and optimizing SQL statements.
• Hands-on experience using Microsoft SQL Cloud (MySQL & PostgreSQL) for provisioning instances, ensuring performance, security, and availability of databases.
• Experience with Microsoft Azure architecture and its components, including cloud computing solutions.
• Development experience with C#, JAVA, .NET, PowerShell, and CLI.

Nice-to-haves

• Experience with service engineering and/or DevOps at internet scale.
• Familiarity with code versioning tools such as Git, Mercurial, or SVN.

Benefits

• Open for remote work options for highly qualified candidates.
• No visa restrictions for applicants.