Customer Support Engineer
PlanetScale · US
About this role
**PlanetScale — Customer Support Engineer** PlanetScale is growing rapidly and reinventing the database space. We offer both Postgres and Vitess clusters—helping businesses handle large-scale data workloads without sacrificing developer experience. 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. --- ## What you’ll do - Advise and handle support requests from customers and developers on the PlanetScale platform. - Respond to, debug, and resolve customer support issues via support tickets, customer Slack channels, public discussions, and other support channels. - Help customers use PlanetScale effectively, including reasoning about queries, schema changes, application behavior, database connectivity, and production workflows. - Create and improve internal/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 systems, processes, and practices that enable excellent developer-focused support at scale. --- ## What you bring - Customer-focused, empathetic, and clear communication—knowing when to push back in ways that help customers succeed. - Strong debugging and troubleshooting skills, with curiosity and persistence to follow issues across applications, databases, infrastructure, and product behavior. - Comfort stepping outside your comfort zone (reading unfamiliar code, digging into database behavior, testing new frameworks, learning new connectors). - Self-starting and enthusiastic, taking responsibility for outcomes and making a meaningful impact. - Able to operate independently, while knowing when to ask for help and how to bring the right people into an issue. - Highly organized and able to operate in ambiguous or changing situations. - Data-driven, team-oriented, and comfortable communicating across many audiences. - Enjoys working cross-functionally and translating customer pain into actionable product, documentation, and process improvements. --- ## What you’ll need - Experience supporting production applications, databases, developer tools, infrastructure, or other technical products. - Working knowledge of SQL (preferably MySQL and/or PostgreSQL). - Strong debugging skills and ability to reason through application and database behavior. - Programming experience (not full-time coding, but 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. - Strong written and verbal communication skills. - Strong empathy for customers/developers/teammates, with the ability to advocate for customer needs clearly and constructively. --- ## What else helps - 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 early on. --- ## Why PlanetScale You’ll be on the front lines helping developers and businesses solve real production problems—while also shaping the product, documentation, and support systems t
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