Sr Technical Support Engineer

Company: Tbwa Chiat/Day Inc
Location: Santa Clara
Posted on: April 1, 2025

Job Description:

As industries race to embrace AI, traditional database solutions fall short of rising demands for versatility, performance, and affordability. Couchbase is leading the way with Capella, the developer data platform for critical applications in our AI world. By uniting transactional, analytical, mobile, and AI workloads into a seamless, fully managed solution, Couchbase empowers developers and enterprises to build and scale applications with unmatched flexibility, performance, and cost-efficiency-from cloud to edge. Trusted by over 30% of the Fortune 100, Couchbase is unlocking innovation, accelerating AI transformation, and redefining customer experiences. Come join our mission.The Senior Cloud Support Engineer is the most critical role at Couchbase. You will be the face of the company externally when discussing solutions and building relationships with our customers and providing valuable feedback internally to our engineering teams to help improve our products and services. You'll be joining a team and company where you will be challenged, but also grow and be recognized as a champion with your contributions to Couchbase.What You'll Do:

• Troubleshoot and solve customer issues on their deployments (on-prem and cloud)
• Support cloud deployments including monitoring and answering customer inquiries
• Engage with customers via multiple channels (ticketing system, and screen sharing tools) to identify and resolve technical support requests while continuing to educate our clients on the use of the product
• Reproduce technical issues and dive into On-Prem Enterprise and Cloud Capella platform
• Participate in product conversations with internal teams based on feedback from client interactions
• Identify and write internal and external technical articles, like typical troubleshooting steps, workarounds, or best practices
• Train as a highly knowledgeable specialist in one or more Couchbase component area(s)Who You Are:
  • Experienced in multi-channel technical support (4+ years of related experience)
  • Experienced using Zendesk, Jira, Confluence, or similar software
  • An engineer with previous technical troubleshooting and programming experience with Java, Go, Python
  • Solid knowledge of Unix and Network protocols and standards (HTTP, TLS, DNS, etc)
  • Strong understanding and experience with at least one cloud environment such as Amazon Web Services, Google Cloud, and/or Microsoft Azure
  • Experience working with NoSQL databases or distributed systems
  • Experience using Kubernetes and Docker is a plus
  • Experience with alerting and monitoring tools.
  • Self-motivated, detail-attentive, and have a desire for continuous learning
  • A critical thinker who defaults to a client-centric approach
  • An effective written and verbal communicator
  • Able to work a rotating schedule that requires weekend availabilityThe anticipated starting base pay range for this role is listed below. Base salary is not the only component of our competitive total rewards package - you may also be eligible for bonus, commissions, equity, and other benefits as described below. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, licenses and certifications, and specific work location.Base Pay Range: $115,000 - $157,000 USDWhy Couchbase?Modern customer experiences need a flexible cloud database platform that can power applications spanning from cloud to edge and everything in between. Couchbase's mission is to simplify how developers and architects develop, deploy and consume modern applications wherever they are. We have reimagined the database with our fast, flexible and affordable cloud database platform Capella, allowing organizations to quickly build applications that deliver premium experiences to their customers- all with best-in-class price performance. More than 30% of the Fortune 100 trust Couchbase to power their modern applications and build innovative new ones. Couchbase offers a total rewards approach to benefits that recognizes the value you create here, so that you in turn may best serve yourself and your family. Some benefits include:
    • Generous Time Off Program - Flexibility to care for you and your family
    • Wellness Benefits - A variety of world class medical plans to choose from, along with dental, vision, life insurance, and employee assistance programs
    • Financial Planning - RSU equity program, ESPP program, Retirement program and Business Travel Insurance
    • Fun Perks - An ergonomic and comfortable in-office / WFH setup. Food & Snacks for in-office employees.
    • And much more!Couchbase is committed to being an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans' status, or any other characteristic protected by law.
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Keywords: Tbwa Chiat/Day Inc, Santa Clara , Sr Technical Support Engineer, IT / Software / Systems , Santa Clara, California