Cockroach Labs
About this role
Cockroach Labs builds CockroachDB, a distributed SQL database, and this is one of only three genuinely remote India roles in today's edition. Read the location detail carefully, because it matters: the posting says this is a remote role but that you must be based in Bangalore to be eligible. It is a deep technical support seat rather than a helpdesk, requiring knowledge of distributed systems and Linux and the ability to read and write SQL, and it involves reproducing customer issues and working with engineering to fix them. The posting also publishes an unusually clear ramp: assisting users within 30 days, fully integrated after three months, then mentoring newer team members. Five to eight years in technical support at a software company.
Who this is for
Location, stated plainly by the employer: this will be a remote role, but you must be based in Bangalore to be eligible. Cockroach Labs also runs a hybrid model where people local to an office come in on Mondays, Tuesdays and Thursdays and work flexibly otherwise, so clarify at interview which applies to you.
What the posting asks for:
- 5 to 8 years of experience working in technical support at a software company.
- Knowledge of distributed systems and Linux, and the ability to read and write SQL.
- Experience using Zendesk, Jira, Confluence or similar software.
- A genuine interest in working with users directly, and the judgement to adjust tone and content so a message lands well.
- Critical thinking that defaults to a client centric approach.
- Effective written and verbal communication, including delivering root cause analysis to different stakeholders.
Day to day: supporting both self service and enterprise customers across CockroachDB's deployment models (self hosted, dedicated and serverless); developing deep expertise in the database and surrounding technologies; spotting patterns across customer issues and feeding product improvements back to documentation, product and engineering; writing runbooks and playbooks to cut future resolution time; and reproducing technical issues so engineering can resolve them.
Shift note: the posting mentions a follow the sun model to ensure continuity beyond your shift for priority tickets. Ask what that means for your working hours.
The published ramp: within 30 days you should have enough expertise to begin assisting users directly, supported by a self guided onboarding platform. After three months you should be fully integrated and able to manage most customer issues. Beyond that, mentoring and training new team members.
Honest fit guidance: this is a support role and it is described as one, so do not apply expecting to write product features. It is, however, one of very few remote eligible technical roles available in India right now, and the distributed systems and SQL depth make it a real engineering job.
What the posting asks for:
- 5 to 8 years of experience working in technical support at a software company.
- Knowledge of distributed systems and Linux, and the ability to read and write SQL.
- Experience using Zendesk, Jira, Confluence or similar software.
- A genuine interest in working with users directly, and the judgement to adjust tone and content so a message lands well.
- Critical thinking that defaults to a client centric approach.
- Effective written and verbal communication, including delivering root cause analysis to different stakeholders.
Day to day: supporting both self service and enterprise customers across CockroachDB's deployment models (self hosted, dedicated and serverless); developing deep expertise in the database and surrounding technologies; spotting patterns across customer issues and feeding product improvements back to documentation, product and engineering; writing runbooks and playbooks to cut future resolution time; and reproducing technical issues so engineering can resolve them.
Shift note: the posting mentions a follow the sun model to ensure continuity beyond your shift for priority tickets. Ask what that means for your working hours.
The published ramp: within 30 days you should have enough expertise to begin assisting users directly, supported by a self guided onboarding platform. After three months you should be fully integrated and able to manage most customer issues. Beyond that, mentoring and training new team members.
Honest fit guidance: this is a support role and it is described as one, so do not apply expecting to write product features. It is, however, one of very few remote eligible technical roles available in India right now, and the distributed systems and SQL depth make it a real engineering job.
Apply on company site
Opens www.cockroachlabs.com, the employer's own application page. Applying is always free.