Technical Support Engineer

MotherDuck - Seattle, WA

Full-time - Mid Level

Hybrid - Seattle, WA

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

About the position

MotherDuck is on a mission to radically transform the data analyst user experience. We empower and delight analysts using a novel cloud architecture built on top of DuckDB, an open source foundation with a vibrant community. Our team is a diverse mix of passionate, collaborative and empathetic data industry veterans from Google, Amazon, Meta, Snowflake, SingleStore, Databricks, and the like. We are seeking a highly motivated and skilled Technical Support Engineer to join our dynamic team at MotherDuck. This is an opportunity to join as a founding member of the Support Engineering team and shape the customer experience for MotherDuck. The ideal candidate will be proficient in SQL, possess a deep understanding of databases, networking, and data engineering, and have strong troubleshooting skills. This role requires high customer empathy and the ability to effectively communicate technical solutions to both technical and non-technical audiences. As a Support Engineer, you will play a critical role in helping our customers resolve technical challenges and ensuring a seamless user experience with MotherDuck's data platform solutions. This role is based in our Seattle HQ.

Responsibilities

• Use SQL to query, troubleshoot, and optimize database performance, providing insights and resolutions to customer data-related issues.
• Diagnose, analyze, and resolve complex customer issues related to our software, database, and networking environments.
• Provide exceptional support to MotherDuck customers by understanding their challenges, effectively communicating solutions, and ensuring issues are resolved promptly.
• Assist customers in identifying and troubleshooting network-related issues, including connectivity problems, configurations, and protocols.
• Collaborate with internal teams and customers to troubleshoot data pipelines, ETL processes, and integrations with data platforms.
• Manage technical incidents from initial reporting through to resolution, ensuring proper documentation and communication at each step.
• Work closely with the engineering, product, and customer success teams to ensure customer issues are properly prioritized and resolved.
• Contribute to internal and external documentation, including FAQs, troubleshooting guides, and best practices to enhance customer self-service.
• Identify opportunities for process improvements to increase the efficiency and effectiveness of the support function.

Requirements

• 3-8 years of experience as a Support Engineer or similar role
• Bachelor's degree in Computer Science, Information Systems, Informatics, a related field preferred or equivalent professional experience
• Excellent communication skills with a customer-first mindset, able to explain complex technical issues to non-technical users with patience and clarity
• Demonstrated ability to write, understand, and optimize SQL queries to troubleshoot and resolve database issues
• Proven ability to identify, diagnose, and resolve technical issues with a high level of customer empathy
• Solid understanding of networking protocols, IP addressing, DNS, and general networking concepts
• Familiarity with databases (e.g., MySQL, PostgreSQL) and data engineering concepts (ETL pipelines, data warehousing)
• Familiarity with scripting languages (Python, NodeJS, Java) to automate troubleshooting tasks
• Experience with data engineering tools like dbt, Airflow, Spark or similar platforms
• Experience with support ticketing systems, remote troubleshooting tools, and monitoring platforms
• Analytical mindset with a focus on identifying root causes and preventing future issues
• Collaborative attitude, able to work across teams to solve customer challenges efficiently.

Benefits

• Competitive compensation and stock options
• 100% paid medical, dental, and vision for employees
• 80% paid medical, dental, and vision for dependents
• Unlimited Paid Time Off
• 401k plan
• Opportunities to build team connections via company summits 2x a year and team summits 1-2x a year
• Hybrid work environment