Customer Support Engineer at Planetscale

<p>Remote - EMEA</p> <p>PlanetScale is growing rapidly and reinventing the database space. The PlanetScale platform offers both Postgres and Vitess clusters. Vitess, an open-source database clustering system for horizontal scaling of MySQL, enables businesses to efficiently handle large-scale data workloads — without sacrificing developer experience.</p> <p>Our customers entrust us with what is often their most precious digital asset, their data, so the stakes couldn’t be higher. We’re looking for a Customer Support Engineer to help developers and businesses get the most out of PlanetScale, resolve issues quickly, and build the support function that helps us scale.</p> <h3>What’s the job to be done?</h3> <ul> <li>You will advise and handle support requests from customers and developers on the PlanetScale platform.</li> <li>You will respond to, debug, and resolve customer support issues through support tickets, customer Slack channels, public discussions, and other support channels.</li> <li>You will help customers understand how to use PlanetScale effectively, including how to reason about queries, schema changes, application behavior, database connectivity, and production workflows.</li> <li>You will create and improve internal and external documentation, support playbooks, troubleshooting guides, and customer-facing materials.</li> <li>You will identify product gaps and recurring sources of customer friction, then work with Engineering to prioritize improvements.</li> <li>You will contribute to the systems, processes, and practices that help PlanetScale deliver excellent developer-focused support at scale.</li> </ul> <h3>These attributes best describe you…</h3> <ul> <li>You are customer-focused, empathetic, and clear in how you communicate, while knowing when to push back in ways that help customers become successful on their own.</li> <li>You have excellent debugging and troubleshooting skills, with the curiosity and persistence to follow issues across applications, databases, infrastructure, and product behavior.</li> <li>You are comfortable stepping outside your comfort zone. Whether that means reading unfamiliar application code, digging into database behavior, testing a new framework, or learning a connector you haven’t used before, you’re willing to go where the problem leads.</li> <li>You are a self-starting, enthusiastic individual who takes responsibility for outcomes and wants to make a meaningful impact on the business.</li> <li>You can operate independently, but you know when to ask for help and how to bring the right people into an issue.</li> <li>You are highly organized and able to operate in ambiguous or changing situations.</li> <li>You are data-driven, team-oriented, and comfortable communicating across many audiences.</li> <li>You enjoy working cross-functionally and translating customer pain into actionable product, documentation, and process improvements.</li> </ul> <h3>What you will need</h3> <ul> <li>Experience supporting production applications, databases, developer tools, infrastructure, or other technical products.</li> <li>Working knowledge of SQL, preferably with experience in MySQL and/or PostgreSQL.</li> <li>Strong debugging skills and the ability to reason through application and database behavior.</li> <li>Programming experience. You will not be programming full-time, but you should be comfortable reading and navigating unfamiliar code to understand customer issues.</li> <li>Experience with common application frameworks, ORMs, database connectors, or application deployment patterns.</li> <li>Willingness to explore new languages, frameworks, tools, and customer environments as needed.</li> <li>Strong written and verbal communication skills.</li> <li>Strong empathy for customers, developers, and teammates, with the ability to advocate for customer needs clearly and constructively.</li> </ul> <h3>What else will help you be successful</h3> <ul> <li>Experience working in a remote organization.</li> <li>Experience with cloud platforms such as AWS, GCP, or Azure.</li> <li>Knowledge of monitoring, observability, and debugging tools.</li> <li>Experience helping build support processes, documentation systems, or teams from an early stage.</li> </ul> <h3>Why PlanetScale</h3> <p>We’re redefining how high-growth companies manage data at scale — and we work with some of the most exciting brands in gaming, consumer tech, and B2B SaaS. As a Customer Support Engineer, you’ll be on the front lines helping developers and businesses solve r

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