Technical Support Engineer (Remote, US-Based, Pacific Time Zone)

Overview

Liquibase delivers world-class enterprise solutions that automate and streamline the DevOps database change process. These solutions leverage the industry's open-source leader with over 100 million downloads. At Liquibase, you can expect to revel in high growth across the board — in the number of customers we support, in the experiments we run, the scope and complexity of our technical projects, and the list goes on.

Liquibase is hiring a Technical Support Engineer to support our database change management product. The ideal candidate has a passion for helping customers and solving complex technical issues with experience in DevOps. They are excited to offer their DevOps expertise and work alongside our customers to solve challenging problems in the database DevOps & CI/CD space.

What you’ll be doing: 

• Surprising and delighting customers
• Using your technical skills and DevOps background to identify, resolve, and manage high-priority, time-sensitive issues for our customers with timely updates while striving to improve overall customer satisfaction
• Communicate with customers through a ticketing system, with phone calls and screen sharing
• Root cause isolation and advocating for needed product fixes
• Updating and creating documentation and knowledge base articles to improve the customer experience
• Collaborating cross-functionally with other teams to troubleshoot and resolve issues
• Work a weekend on-call rotation every 4-8 weeks 

Must haves

• Strong customer service skills, including managing customer expectations and moderating customer calls
• Ability to build trust while managing critical issues for high-profile customers and maintaining empathy, integrity, and attention to detail. 
• Excellent troubleshooting skills
• Excellent written and verbal communication skills, as exemplified by clear bug/issue explanations, documentation of knowledge, mentoring ability, and comfort interacting with all levels of management
• 2+ years of working with popular DevOps tools and services such as Jenkins, Docker, GitLab, Azure DevOps, Urban Code Deploy, Kubernetes
• 2+ years of working with and understanding CI/CD concepts and practices
• Proficient in cloud platforms, such as AWS and Azure
• Solid understanding of networking fundamentals and server administration, specifically Windows Server and Linux
• Technical experience with a variety of databases including, but not limited to, Oracle, SQL Server, PostgreSQL, MySQL, and Snowflake
• Experience with source control (such as Git & GitHub) and shell scripting
• The ability to build knowledge of new technologies easily
• Be located in PST or willing to work in that time zone

Nice to Haves:

• Experience configuring and troubleshooting at least two of the following:
• Load Balancing Technology
• SAML and OIDC Identity Protocols
• X.509 and general certificate management processes
• LDAP, TNS, Kerberos authentication protocols, and Active Directory architecture
• Experience using Liquibase or Liquibase Fundamentals Certification

Perks of life at Liquibase: 

• Remote First culture, potential for company-wide in-person gatherings
• Home office allowance for remote workers
• Meaningful equity (US only)
• Comprehensive health, vision, and dental benefits - country dependent
• Generous paid time off and paid holidays
• 401K matching (US only)
• No punks, no jerks culture
• Growth opportunities and ability to move up within the company

We take pride in:

• A transparent and collaborative team environment. We value multiple perspectives and fresh thinking.
• Our entrepreneurial culture. We provide every employee the opportunity to make a meaningful impact.
• Providing the opportunity to work with new technologies and learn from experienced professionals.
• How organizations, large and small, use DevOps to drive developer agility and accelerate software delivery.

Company Overview - We are Liquibase

A career at Liquibase means joining a quickly growing company on the front lines of the DevOps space. Our vision is to be the easiest, safest, and most powerful community-led database change management solution. As companies of all sizes continue to adopt an agile methodology and DevOps practices, there is a growing realization that the database needs to be considered as part of this innovation process. 

At Liquibase, we foster a culture rooted in the open-source values of freedom, choice, transparency, and meritocracy. These are not just fashion labels here but sincere convictions, and you’ll see that reflected in the way we operate daily. We’re caffeinated, collaborative & confident experts eager to solve the most challenging database CI/CD problems for our customers.

Want to help the software world move faster? You’ve found the right place.

Eligible candidates may be subject to criminal history and credit checks, which will be conducted and used in accordance with applicable local, state, and federal laws