Technical Support Engineer

About Aiven

Aiven is a global team of over 400 people dedicated to pushing the boundaries of open-source technology and multi-cloud solutions. Our vision is to become the trusted Data & AI Platform for everyone, leveraging popular open-source technologies to help companies accelerate time-to-market, drive efficiency, and build innovative solutions across any cloud.

The Role

Our support team thrives on tackling complex challenges with technical brilliance and a customer-first mindset, guided by a spirit of ownership and collaboration. You will work with Enterprise and startup developers and be tightly integrated with Product Development, Operations, and SRE teams. Depending on your interests, you can also participate in new feature development (we love Python) and improving our automation tooling, as we aim to build technology to automate repetitive tasks.

What You’ll Do

• Take ownership of customer issues through to resolution, communicating status transparently throughout.
• Learn and troubleshoot open-source technologies including PostgreSQL, MySQL, Kafka, and OpenSearch across AWS, Google Cloud, and Azure.
• Diagnose and resolve issues via our ticketing system, using technical documentation and both AI-assisted and non-AI diagnostic tools.
• Communicate with customers with clarity and empathy, ensuring they feel heard and informed.
• Troubleshoot and escalate complex technical issues to senior engineers and engage with internal teams like Operations, Security, Product, and Sales.
• Research, reproduce, and report product malfunctions using tools like Jira.
• Contribute to internal and external knowledge bases, documenting new solutions and AI-driven workflows.
• Work within agreed APAC shift patterns to ensure regional coverage across defined support hours.

What We’re Looking For

• 1+ years in technical support or systems engineering, preferably in a PaaS/SaaS or enterprise IT environment. Familiarity with Aiven’s technologies is a plus.
• Interest in learning and mastering the Aiven platform and its products.
• Clear, concise, and effective verbal and written communication skills.
• Ability to read and interpret logs and metrics for issue diagnosis.
• Good decision-making skills, knowing when to escalate and what information to provide.
• A willingness to collaborate, learn, and share knowledge within a diverse, high-performing team.
• Basic-level Linux and networking knowledge (we use Fedora and the Linux command line extensively).
• Familiarity with AI tools (such as ChatGPT, Copilot, Claude Code, or LLMs) to assist in writing scripts, summarizing technical logs, or explaining complex concepts.
• A natural curiosity for how software works and a persistent drive to solve technical puzzles.
• Experience with at least one public cloud: AWS, Google Cloud, or Azure.

Nice to Have

• Hands-on experience with Apache Kafka, PostgreSQL, MySQL, and OpenSearch.
• Relevant certifications (e.g., for AWS, Google Cloud, Azure Cloud).
• Previous use of Slack, Jira, Zendesk, Github, or other support ticketing systems.
• Testing experience with Apache Kafka, PostgreSQL, MySQL, Grafana, and OpenSearch.

What’s Next?

If you think Aiven is the place for you and our values align with yours, send us your resume, and we’ll get in touch!

Global Benefits

• Participate in Aiven’s equity plan.
• Hybrid work policy for work-life balance.
• Choose the equipment you need to succeed.
• Professional Development Plan budget for learning opportunities.
• Holistic wellbeing support through our global Employee Assistance Program.
• Global Time Off Commitment (Parental and Sick Leave, as well as Personal Time).
• Country-specific benefits.

Employment Scam Awareness

Be aware of fake job postings. All recruitment emails from Aiven come from @aiven.io, @greenhouse.io, or @eu.greenhouse.io domains. Interviews are conducted via video call or in person, never via text or chat. Contact recruitment@aiven.io if unsure about legitimacy.

Equal Opportunities

Aiven provides equal employment opportunities to all qualified individuals. We comply with all applicable local laws governing non-discrimination. We are committed to providing reasonable accommodations for qualified individuals with disabilities or special needs.