Customer Support Engineer

PlanetScale is a profitable, fast-growing company 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. Customers entrust PlanetScale with their most precious digital asset, their data.

We are 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.

• Advise and handle support requests from customers and developers on the PlanetScale platform.
• Respond to, debug, and resolve customer support issues through support tickets, customer Slack channels, public discussions, and other support channels.
• Help customers understand how to use PlanetScale effectively, including reasoning about queries, schema changes, application behavior, database connectivity, and production workflows.
• Create and improve internal and external documentation, support playbooks, troubleshooting guides, and customer-facing materials.
• Identify product gaps and recurring sources of customer friction, then work with Engineering to prioritize improvements.
• Contribute to the systems, processes, and practices that help PlanetScale deliver excellent developer-focused support at scale.

• Experience supporting production applications, databases, developer tools, infrastructure, or other technical products.
• Working knowledge of SQL, preferably with experience in MySQL and/or PostgreSQL.
• Strong debugging skills and the ability to reason through application and database behavior.
• Programming experience; comfortable reading and navigating unfamiliar code to understand customer issues.
• Experience with common application frameworks, ORMs, database connectors, or application deployment patterns.
• Willingness to explore new languages, frameworks, tools, and customer environments as needed.
• Strong written and verbal communication skills.
• Strong empathy for customers, developers, and teammates, with the ability to advocate for customer needs clearly and constructively.

• Experience working in a remote organization.
• Experience with cloud platforms such as AWS, GCP, or Azure.
• Knowledge of monitoring, observability, and debugging tools.
• Experience helping build support processes, documentation systems, or teams from an early stage.

Total compensation consists of base salary + variable comp where appropriate + benefits + equity. Base salary range: $150,000 - $200,000 USD.