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Liquibase delivers world-class enterprise solutions that automate and streamline the DevOps database change process. These solutions leverage the industrys open-source leader with over 100 million downloads. At Liquibase, you can expect to revel in high growth across the board ? in the number of customers we support, in the experiments we run, in the scope and complexity of our technical projects, and the list goes on.
Liquibase is hiring a Developer Support Engineer to enhance our database change management product. The ideal candidate has a passion for helping customers and solving complex technical issues with experience with customer support and DevOps. They are excited to work alongside developers to build, improve, and deliver significant product enhancements that solve challenging problems in the database DevOps CI/CD space.
What you?ll be doing:

Using your technical skills to identify and resolve critical issues for our customers and customer-facing teams
Communicate with customers through a ticketing system, with phone calls and screen sharing
Collaborating cross-functionally with Engineering and other teams to troubleshoot issues
Managing high-priority, time-sensitive support escalation tickets and calls
Working with customers to gather information for understanding and reproducing reported potential product issues
Root cause isolation and development of product fixes
Updating and creating documentation, knowledge base articles and training materials to improve the customer experience
Mentoring customer-facing teams on technical issues and best practices
Strive to improve overall customer satisfaction by providing timely information and resolving customer issues
?Helping to define processes that improve support and maintenance
Work a weekend on-call rotation every 4-8 weeks

Must haves

4 years of technical experience with 2 years in a customer facing role
Hands-on experience with Java or Groovy
Experience with Java build tools like Maven or Gradle
Solid understanding of networking principles and server administration, specifically Windows Server and Linux
Proficient in cloud platforms, such as AWS and Azure
Experience configuring and troubleshooting at least two of the following:
;li class= ql-indent-1 Load Balancing Technology
;li class= ql-indent-1 SAML and OIDC Identity Protocols
;li class= ql-indent-1 X.509 and general certificate management processes
;li class= ql-indent-1 LDAP, Kerberos authentication protocols, and Active Directory architecture
Strong working knowledge of popular DevOps tools and services such as Jenkins, Docker, Artifactory/Nexus, Kubernetes
Excellent troubleshooting skills
Ability to build trust while managing critical issues for high-profile customers
Strong customer service skills, including managing customer expectations, and moderating customer calls
Demonstrated strong analytical and problem-solving skills including ability to make self-directed progress towards a solution
The ability to build knowledge of new technologies easily
Technical experience with a variety of databases including, but not limited to: Oracle, SQL Server, PostgreSQL, MySQL, and Snowflake
Experience with source control (such as Git GitHub) and shell scripting
Demonstrable curiosity, empathy, passion, integrity, and outstanding attention to detail
Excellent written and verbal communication skills, as exemplified by clear bug/issue explanations, documentation of knowledge, mentoring ability, and comfort interacting with all levels of management
Be located in CST or EST time zone

Nice to Haves:

Understanding of Continuous Integration and Continuous Deployment concepts and practices
Experience using Liquibase or Liquibase Fundamentals Certification

Perks of life at Liquibase:

Remote First culture, potential for company-wide in-person gatherings
Home office allowance for remote workers
Meaningful equity (US only)
Comprehensive health, vision, and dental benefits - country dependent
Generous paid time off and paid holidays
401K matching (US only)
No punks, no jerks culture
Growth opportunities and ability to move up within the company

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