Support Engineer

About Regatta 

We are a team of veteran entrepreneurs and software engineers. We have been working together in the field of data management for 20+ years. During that period, we have gained a track record of building successful enterprises that have created outstanding value for team members, investors, and customers. Regatta develops, from scratch, a high-end mission-critical, extreme performance, distributed transactional and analytical database that brings simplicity alongside powerful features.

The Role

The Support Engineer is a customer-facing technical role responsible for leading customers through onboarding, proof-of-concept (POC), deployment, and ongoing operational phases. This role serves as the primary technical point of contact, ensuring successful adoption of Regatta. The Support Engineer manages customer engagements end-to-end, owns technical communication with customers, provides clear and professional guidance including root cause analyses (RCA), workarounds, and best practices, and acts as the central coordination point between customers and internal R&D teams.

Responsibilities

Customer Engagement & Onboarding:

• Act as the primary technical focal point for prospects and customers.
• Maintain continuous communication with customers to understand their requirements and technical constraints, and convey these internally to R&D and other stakeholders.
• Drive POC and onboarding processes.
• Analyze customer workloads, schemas, SQL queries, data types, and access patterns to design effective migration plans to RegattaDB. Identify cases requiring additional R&D investment and proactively surface and escalate gaps.

Deployment & Environment Setup:

• Provide hands-on support for all scenarios, including Regatta Cloud and on-prem deployments.
• Serve as a RegattaDB expert, with responsibility for environment preparation and deployment activities as needed.
• Troubleshoot customers’ hardware and operating system issues (Linux-based environments).
• Diagnose and resolve Regatta deployment issues, including identifying root causes and applying known fixes or mitigations for common problems.

Ongoing Support & Issue Management:

• Serve as the primary point of contact for customer issues, questions, and operational inquiries.
• Lead live debugging and troubleshooting sessions, and analyze system behavior, using Regatta’s observability and debuggability tools.
• Identify, collect, and perform initial analysis of relevant diagnostic data (logs, metrics, configuration, and workload characteristics) to support effective troubleshooting. Manage support cases end-to-end, including ownership of customer communication, coordination between customers and internal R&D teams, escalation as needed, and coordination of resolution efforts.

Requirements

Must Have

• Customer-facing experience.
• Native English proficiency.
• Strong verbal and written communication skills, with the ability to clearly explain technical concepts to customers and communicate effectively with engineering teams.
• Confident, assertive, and capable of operating under pressure in customer-facing scenarios.
• Willingness to support customers across time zones and respond to urgent issues when required.
• Prior experience as a software developer or database administrator (DBA), preferably working in production or customer-facing environments.
• Strong understanding of databases and SQL.
• Hands-on experience working with database systems or similar data-intensive platforms.
• Deep familiarity with Linux environments, including troubleshooting OS-level, networking, and system performance issues.

Preferred

• Basic coding or scripting skills (e.g., Python, Bash) to support automation, diagnostics, or tooling.
• Deeper technical understanding of storage systems, distributed databases, and database internals.