Global Technical Support Engineer, Bengaluru

Description

About Firebolt

**Night Shift - USA Work Hours**

Firebolt is the Analytical Database designed to handle the speed, scale, and flexibility of AI applications. By delivering ultra-low latency, high concurrency, multi-dimensional elasticity, and flexibility, Firebolt empowers organizations to build data-intensive AI applications that perform at scale. With over $270m in funding to date, a strong engineering team and highly experienced leadership, Firebolt is well positioned to revolutionize the AI data infrastructure space and help businesses unlock the full potential of their data.

About the team

Firebolt’s Support team is composed of customer-focused engineers who thrive on solving complex problems. Our mission is to assist customers in building exceptional data ecosystems using Firebolt, achieved through proactive support and resolving critical issues. We tackle highly complex problems and work closely with our engineering team to ensure the best solutions for our customers. 

About the role

As a Support Engineer at Firebolt, your primary mission is to address and resolve customer requests and issues swiftly and effectively. Your interactions will be diverse, ranging from email and Slack communications to occasional video calls, providing a personal touch where needed.

Your technical acumen will be crucial in identifying, documenting, and reporting bugs, as well as creating and sharing best practices to empower our customers. You’ll be a pivotal player in our Knowledge Community, contributing to a growing repository of resources that help both customers and team members alike.

Our team operates 24/7 to support customers across multiple time zones, which means this role follows a structured shift pattern, including night shifts. Shifts are expected to rotate either monthly or quarterly.

About the day to day

• Deliver exceptional customer support through email and chat (Slack)
• Advocate for our customers internally with empathy across the business
• Tackle complex customer issues and escalate to Engineers when needed
• Investigate issues using SQL, logs, and observability tools
• Publish internal and external best practices and guides
• Be a founding member of a growing Support team

Requirements

• Technical customer-facing experience in data-related products
• Experience with database/data warehouse implementation and support
• Intermediate to advanced knowledge of SQL and relational database systems
• Experience solving complex issues involving diverse components and disciplines
• Ability to convey complex topics concisely in written communications
• Proven ability to resolve critical production issues during incidents
• Night Shift Work Hours: USA East & West Coast

A bonus if you have

• Experience working with cloud-based technologies (VMs, proxies, load balancers, etc.)
• Hands-on experience with APIs and/or SDKs
• Familiarity with scripting languages (e.g., Python, Bash, Perl)
• Experience with monitoring and logging tools (e.g., Prometheus, Grafana, ELK stack)
• Previous experience in a customer-facing technical support role

The pay range listed below reflects the base salary for this role. In addition to base pay, this position is eligible to participate in our commission plan and stock option program, forming part of the total on-target earnings (OTE).

As part of our compensation philosophy, total compensation is tailored to each candidate and influenced by factors such as job-related skills, level of experience, relevant certifications, and geographic location.

Base Salary Range: ₹25 LPA – ₹45 LPA

Commission Plan: Eligible to participate in the company’s commission plan; base salary typically represents approximately 90% of the total on-target earnings (OTE)

Equity: Incentive Stock Options (ISOs), subject to a four-year vesting schedule with a one-year cliff

The actual compensation package will be determined based on the candidate’s qualifications, experience, and geographic location and may vary within the stated range.

Local Benefits (India)

• 15 vacation days
• 12 paid holidays per year
• 12 sick days
• Medical insurance
• Bereavement, Parental, and Marriage Leave
• Stock options
• All other benefits required by applicable law

Benefits are subject to eligibility requirements and are updated on an annual basis.