Aerospike is seeking a Senior Support Engineer for its Global Customer Support team in Australia. This role involves investigating, diagnosing, and resolving complex customer issues with the Aerospike Real-time Data Platform across various environments (cloud, hybrid, on-prem). The engineer will collaborate with engineering, technical writers, and client services to provide exceptional support, assist with deployments, configuration, and performance tuning, and contribute to product improvement. The position requires 7-10+ years of experience in technical support or systems engineering.

Must Have

• Troubleshoot and resolve technical issues for Aerospike customers
• Collaborate cross-functionally with Engineering to drive resolution
• Participate in real-time customer remediation and live incident resolution
• Act as a customer advocate to ensure timely and accurate issue resolution
• Support enterprise customers with mission-critical systems and real-time data use cases
• Assist with new deployments, configuration guidance, and performance tuning
• Write and maintain high-quality documentation and Knowledge Base articles
• Proven experience (7–10+ years) in technical support, systems engineering, or related roles
• Deep proficiency with Linux
• Solid understanding of distributed systems and high-availability environments
• Hands-on experience with NoSQL or similar database platforms
• Familiarity with hybrid and cloud infrastructure (AWS preferred)
• Excellent problem-solving and diagnostic skills
• Strong written and verbal communication skills
• Comfortable in a dynamic environment; self-starter with a growth mindset
• Participate in on-call rotation for after-hours, holiday, and weekend support coverage

Good to Have

• Previous experience in enterprise software technical support
• Exposure to Kubernetes, Docker, or other container orchestration systems
• AWS certification or experience with large-scale cloud deployments

Senior Support Engineer

Location: Australia

Experience Level: 7–10+ years

We are seeking an experienced and driven Senior Support Engineer to join our Global Customer Support team. In this role, you will be responsible for investigating, diagnosing, and resolving complex customer issues with the Aerospike Real-time Data Platform. You’ll work closely with engineering, technical writers, and client services to deliver exceptional support and help customers achieve success with Aerospike at scale.

What You’ll Do

• Troubleshoot and resolve technical issues for Aerospike customers across diverse environments (cloud, hybrid, on-prem).
• Collaborate cross-functionally with Engineering to drive resolution of complex problems and contribute to product improvement.
• Participate in real-time customer remediation efforts and live incident resolution.
• Act as a customer advocate to ensure timely and accurate issue resolution.
• Support enterprise customers with mission-critical systems and real-time data use cases.
• Assist with new deployments, configuration guidance, and performance tuning.
• Write and maintain high-quality documentation and Knowledge Base articles to scale support capabilities.
• Contribute to a collaborative, agile, and globally distributed support team.

Qualifications

• Proven experience (7–10+ years) in technical support, systems engineering, or related roles.
• Deep proficiency with Linux (certification is a strong plus).
• Solid understanding of distributed systems and high-availability environments.
• Hands-on experience with NoSQL or similar database platforms (Aerospike experience is a bonus).
• Familiarity with hybrid and cloud infrastructure (AWS preferred).
• Excellent problem-solving and diagnostic skills; ability to troubleshoot complex technical issues.
• Strong written and verbal communication skills.
• Comfortable in a dynamic environment; self-starter with a growth mindset.
• Participate in on-call rotation for after-hours, holiday, and weekend support coverage.

Nice to Have

• Previous experience in enterprise software technical support.
• Exposure to Kubernetes, Docker, or other container orchestration systems.
• AWS certification or experience with large-scale cloud deployments.

Education

• Bachelor’s degree in Computer Science, Engineering, or a related technical field—or equivalent practical experience.

Aerospike is an Equal Opportunity Employer. We are committed to providing an environment free from discrimination on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law.