Customer Support Engineer

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.

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.

What’s the job to be done?

• You will advise and handle support requests from customers and developers on the PlanetScale platform.
• You will respond to, debug, and resolve customer support issues through support tickets, customer Slack channels, public discussions, and other support channels.
• 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.
• You will create and improve internal and external documentation, support playbooks, troubleshooting guides, and customer-facing materials.
• You will identify product gaps and recurring sources of customer friction, then work with Engineering to prioritize improvements.
• You will contribute to the systems, processes, and practices that help PlanetScale deliver excellent developer-focused support at scale.

These attributes best describe you…

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