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Technical Solutions Architect

2 weeks ago

Sydney, New South Wales, Australia HarperDB, Inc. Full time

About HarperDB

We're seeking a skilled Technical Solutions Architect to join our team in Australia. As a key member of our support team, you will provide expert-level technical support, analyze complex issues, and collaborate with engineering teams to enhance our cutting-edge database technology.

Key Responsibilities:

  • Deliver world-class technical support to customers worldwide.
  • Analyze and resolve intricate technical challenges related to HarperDB's distributed database capabilities.
  • Serve as the primary point of contact for critical incidents, leveraging system logs and metrics to pinpoint root causes.
  • Evaluate, prioritize, and document technical issues, escalating when necessary.
  • Work closely with engineering teams to resolve bugs, identify feature requests, and optimize overall product performance.
  • Contribute to customer-facing documentation, internal knowledge bases, and functional testing.
  • Participate in on-call rotations to ensure 24/7 support coverage, including weekend shifts on a rotating basis.

Requirements:

  • Must reside in Australia and have permission to work legally.
  • Minimum of 2+ years as a software developer.
  • Minimum of 2+ years in customer support engineering, preferably in a startup environment.
  • Strong background in database architecture and design.
  • Proficiency in troubleshooting database and application performance issues.
  • Hands-on coding experience (Node.js, Python, or Go preferred).
  • APIs and web services communication protocols and queries (REST, WS, MQTT, GraphQL).
  • Web applications authentication and basic security knowledge.
  • Infrastructure knowledge, including cloud platforms (AWS, Azure, GCP), containerization (Docker, Kubernetes), and monitoring tools (DataDog, Prometheus/Grafana).
  • Experience with customer support tools and ticketing systems.
  • Ability to resolve Level 1 and Level 2 technical issues independently, escalating only complex problems.
  • Exceptional communication skills, including the ability to convey technical concepts to non-technical users.
  • Emotional intelligence and the ability to handle customer interactions with professionalism and empathy.
  • Strong problem-solving skills and the confidence to stand firm on technical accuracy when addressing customer misconceptions.

Benefits of Working at HarperDB:

  • A competitive salary.
  • The opportunity to work on innovative technology and make a significant impact.
  • A dynamic and collaborative work environment.
  • The chance to be part of a passionate team redefining the database landscape.