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Software Engineer Customer Support

2 months, 1 week ago
Malaysia
Full-time
Junior
Technical Support Engineer
Software Development
Cassandra Docker Java Kafka Kubernetes Linux Redis
Apply Now
MariaDB.org

MariaDB.org

MariaDB.org is the force behind MariaDB, the leading open-source database known for its performance and stability. The company, through the MariaDB Foundation, ensures the continuous growth and support of the MariaDB ecosystem.

Internet Software & Services
11-50
Founded 2012
View All Jobs 14

Description

  • Act as the initial technical point of contact for customer issues.
  • Rapidly triage, diagnose, and resolve known or complex support cases.
  • Communicate clearly and consistently with customers throughout the support process.
  • Determine when issues should be escalated and manage smooth handoffs to deeper investigation teams.
  • Maintain SLA adherence and customer satisfaction through responsiveness and follow-through.
  • Participate in customer conference calls and represent GridGain as a technical expert.
  • Proactively identify issues early and escalate them to technical and customer-facing management.
  • Analyze recurring issue patterns and suggest process improvements to reduce repeat cases and streamline escalations.
  • Support team members on moderately complex tasks and contribute to team initiatives.
  • Plan and organize tasks independently to meet interdependent goals and changing priorities.

Requirements

  • BS degree with 3+ years of experience, or MS degree with 1+ years of experience, or equivalent industry experience.
  • Experience supporting or troubleshooting distributed systems, enterprise platforms, or high-availability applications.
  • Strong understanding of Java, JVM internals, multithreading, and memory management.
  • Hands-on experience with Linux environments and production troubleshooting.
  • Familiarity with Docker, Kubernetes, and cloud-native infrastructure.
  • Experience analyzing thread dumps, heap dumps, GC logs, and performance bottlenecks.
  • Understanding of distributed systems concepts including clustering, replication, failover, and fault tolerance.
  • Exposure to Apache Ignite / GridGain, Kafka, Redis, Hazelcast, or Cassandra is preferred.
  • Experience supporting enterprise customers in production or SLA-driven environments.
  • Experience in technical support, SRE, backend engineering, DevOps, or platform operations environments is preferred.

Benefits

  • Permanent salaried full-time employee role.
  • Remote work from Malaysia.
  • Very competitive compensation package.
  • 25 days paid annual leave plus holidays.
  • Flexibility and freedom in how you work.
  • Health insurance, life insurance, and disability insurance, subject to eligibility.
  • Funds toward professional development resources.
  • Paid holidays and parental leave, subject to eligibility.

Interested in this position?

Apply directly on the company website

Apply Now

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