Enterprise Support Engineer

PlanetScale is seeking an Enterprise Support Engineer to join their remote team, which spans North America, APAC, and EMEA. In this role, you will manage support requests from enterprise clients using the PlanetScale platform, becoming a key resource for customers. Your responsibilities will include identifying product gaps in relation to customer needs and collaborating with various teams, including Technical Account Management and Engineering, to address these issues. You will also participate in an on-call rotation for urgent matters. The ideal candidate should possess strong debugging and troubleshooting abilities, with a knack for identifying root causes of complex problems. Comfort with exploring unfamiliar code, including Vitess and MySQL connectors, is essential, as is the ability to work independently while knowing when to seek assistance. This position is suited for someone who thrives under pressure and is empathetic towards customer challenges, yet can assertively guide them towards self-sufficiency. The role is fully remote, allowing for flexibility in your work environment.