Cloud Support Engineer

About Karoo Cloud

Karoo Cloud runs managed Postgres and object storage for organisations that need their data to stay inside a particular jurisdiction, which turns out to include a lot more people than you would expect. We are about 70 employees supporting customers on a follow-the-sun rotation, and support engineering is treated as a senior technical function here rather than a stepping stone somewhere else.

What you'll do

• Diagnose customer problems that arrive as "the database is slow" and end as a specific query plan, a missing index, or a connection pool set to a number somebody chose in 2021.
• Work through the full stack when you need to: Linux, networking, storage behaviour, replication lag, and the occasional certificate that expired at the worst possible moment.
• Handle escalations during your shift, including the judgement call about when to wake an on-call engineer.
• Write up recurring issues as documentation or as tickets against the platform, so the same problem does not consume the next three shifts.
• Take part in a sustainable on-call rotation, roughly one week in six, with the following day off after any overnight incident.
• Contribute to our runbooks and internal tooling, since the support team owns most of both.

What we're looking for

• Three or more years in technical support, site reliability, or systems administration for infrastructure that other companies depend on.
• Real Postgres depth: you can read an explain plan, reason about vacuum behaviour, and explain replication to a customer who is anxious.
• Strong Linux and networking fundamentals, including the ability to work confidently from a terminal on an unfamiliar system.
• Calm under pressure. Some of these conversations happen while a customer's production is down.
• Excellent written English. Most support here happens in tickets rather than on calls.
• Willingness to work a shift pattern that supports our follow-the-sun coverage.

Nice to have

• Experience with S3-compatible object storage or distributed filesystems.
• Scripting in Python, Go or Bash to automate the parts of the job you get tired of.
• Familiarity with data residency and sovereignty requirements in any jurisdiction.

Benefits

• Health insurance for you and your dependents, or a cash equivalent where local cover is not possible.
• USD 1,500 home office budget plus a connectivity allowance.
• Mental health support, including counselling sessions covered in full.
• Annual learning budget with certification costs covered.