Software Engineer Customer Support

<p>MariaDB is making a big impact on the world. Whether you’re checking your bank account, buying a coffee, shopping online, making a phone call, listening to music, taking out a loan or ordering takeout – MariaDB is the backbone of applications used everyday. Companies small and large, including 75% of the Fortune 500, run MariaDB, touching the lives of billions of people. With massive reach through Linux distributions, enterprise deployments and public clouds, MariaDB is uniquely positioned as the leading database for modern application development. MariaDB now includes GridGain, a leader in in-memory computing, extending MariaDB to handle the extreme-velocity data requirements of autonomous AI agents.</p> <h2>ABOUT THE ROLE</h2> <p>Frontline Support is the initial point of technical contact for customer issues. It emphasizes rapid triage, clear and consistent communication, and adherence to established support processes. The function focuses on resolving known or complex issues directly, identifying when to escalate, and maintaining customer satisfaction through responsiveness, accuracy, and follow-through. Frontline engineers are accountable for SLA adherence, customer communication, and creating a smooth handoff experience when exclusive and prioritized deep investigation is needed.</p> <h3>TECHNICAL KNOWLEDGE & SKILLS</h3> <ul> <li>Distributed Systems Development: Builds asynchronous distributed apps with JMM expertise.</li> <li>Application of Principles: Independently applies theories and concepts.</li> <li>Containerization & Orchestration: Understands Docker and Kubernetes basics.</li> <li>JVM Tuning: Skilled in tuning JVM GC and memory allocation.</li> <li>JVM Troubleshooting: Proficient in GC analysis and memory debugging.</li> <li>JVM Optimization: Experienced in heap management and thread dumps.</li> </ul> <p><strong>CUSTOMER FOCUS:</strong><br>Anticipates internal and external customer needs and delivers on all customer commitments.<br>Always prioritizes the customer’s problem and exceeds all standard procedures to fulfill customer requirements.</p> <p><strong>COMMUNICATION SKILLS:</strong><br>Knows when to provide status and what level of detail.<br>Able to effectively communicate with various levels of management through the Director level.<br>Participate in customer conference calls and represent GridGain as a technical expert.</p> <p><strong>PROCESS EXECUTION:</strong><br>Executes processes independently to meet customer SLAs, with minimal guidance reliably.<br>Proactively identifies issues early and escalates them to both technical and customer-facing management.<br>Suggests minor improvements to existing processes based on frequent case encounters.<br>Analyzes patt