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Support Engineer

Remote

Tonic’s customer base is rapidly growing and we’re looking to grow our product support team to ensure their success with our expanding product offerings. In this role you’ll work directly with our end users and internal customer-facing team members to ensure customers get the most out of the Tonic products.

We’re looking for someone who can engage with technical and non-technical users and loves to quickly identify, prioritize and solve complex problems. The ideal candidate can use their experiences to contribute in a significant way to designing reliability into our products, services and systems. You’ll bring a deep understanding of all things data (databases, data warehouses, data lakes, etc.) combined with exceptional customer-facing skills such that you can solve many issues on the spot, though you’ll have the muscle of Tonic’s full engineering organization to back you up as needed.

This is NOT your generic customer-facing support role! Tonic’s customers range from multinational Global 2000 enterprise companies  to venture-backed startups and everything in between, so you’ll be working with an incredibly diverse and sophisticated group of organizations. Our users are equally diverse - at one moment, you may be helping debug a performance issue with a customer DBA, and the next you may be interfacing directly with a customer CTO on technical architecture. Within Tonic, you’ll serve as the glue that binds the customer facing teams and internal product and engineering teams together, coming to the table with thorough analyses of customer issues and working with engineers directly on both resolution and forward-looking prevention.

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What You’ll Do:

  • Work closely with the broader customer success team to understand and resolve customer issues.
  • Iterate directly with customers via slack email and zoom.
  • Work directly with product and engineering teams to resolve customer issues and to prevent them in the future.

What You’ll Bring:

  • 2-5 years of experience in a technical customer-facing role debugging and troubleshooting software applications.
  • Technical experience in the following technologies: cloud hosting (AWS, Azure, GCP), containers (Docker, Kubernetes), databases (postgres, SQL server, Oracle, mySQL, MongoDB, etc.), and data warehouses (Snowflake, Databricks, etc.)
  • Outstanding verbal and written communication skills.
  • You're organized, a problem solver, and excel in time management.
  • You want to work in a fast-paced and creative environment where you own your own success.
  • Previous experience collaborating with different internal functions within a fast-growing SaaS company; operating at the intersection of product, sales, and delivery.
  • Bachelor’s degree or equivalent technical experience in computer science, information systems, mathematics or a similar quantitative field is preferred.

Benefits we offer:

  • Competitive salary
  • Company equity
  • Unlimited paid time off
  • Medical, dental, and vision insurance
  • Generous parental leave policy
  • 401k plan with employer contribution
  • Remote-friendly work environment  

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Who we are:

Tonic.ai mimics your production databases to create safe, high-quality, synthetic data to be used by your developers in their local environments. Thousands of developers use data generated with Tonic.ai daily to accelerate their CI/CD pipelines in industries as broad-ranging as healthcare, financial services, logistics, education, and e-commerce. We are expanding our team to take us to the next level of growth — join us!