As the Lead Technical Support Engineer, you will play a pivotal role in ensuring our customers receive exceptional technical support while managing a dynamic and talented team of engineers. You'll be part of a forward-thinking team where collaboration, growth, and technical excellence are at the heart of everything we do. In this role, you’ll lead by example, addressing complex technical challenges while fostering a supportive environment where team members can thrive and develop their careers.
You will:
Manage a high-performing team of Senior Technical Support Engineers (5+ people in the EU and US), creating a culture of growth, collaboration, and innovation.
Be 80% hands-on with technical tasks, directly troubleshooting complex issues across a variety of technologies, such as databases, network performance, and distributed systems.
Spend 20% of your time focused on team leadership, mentoring, career development, and performance evaluation.
Drive technical excellence within the team by facilitating knowledge sharing, establishing best practices, and ensuring the team stays up to date with industry trends.
Ensure high-touch support for our growing customer base, playing a key role in delivering proactive, high-quality support.
Foster strong collaboration within the team and across departments, building relationships that improve team and organizational performance.
Expand our impact by recruiting, hiring, and onboarding top-tier Technical Support Engineers.
What We're Looking For:
2+ years in a Lead Technical Support Engineer role, plus 5+ years of hands-on technical support engineering (Tier 3) experience.
Expertise in troubleshooting databases, network connectivity, performance issues, and distributed systems.
Solid experience with log analysis tools like Elastic, Grafana, and Splunk (strongly preferred).
Proven ability to lead and scale distributed teams across multiple time zones.
Strong mentoring skills, high emotional intelligence, and exceptional prioritization abilities.
Experience planning, shipping, and iterating on complex infrastructure projects with predictability.
Ability to implement tools, processes, and unblock teams to drive continuous improvement.
Our Team
We are a distributed team of 120+ people working from 25+ countries (concentrating around North American and European time zones)
We are a team built on open-source cultural principles (transparency, contribution, accountability, and proactivity)
Team with decades of experience building databases and deep knowledge of Postgres internals. We are deeply technical
We have experienced Postgres committers and hackers on the team (check Heikki, Anastasia, Arseny, Matthias profiles)
We believe in the efficacy of collaborative open-source
We aim for a diversity of thoughts and backgrounds
We are keen to be a fast-moving, flat org and avoid hierarchical structures
About Neon
Neon is building open-source cloud-native PostgreSQL. Our architecture separates storage from compute, allowing for stateless and serverless Postgres. We’re a well funded startup with deep knowledge of Postgres internals and decades of experience building databases. We are a systems company; we work on low-level code with strict performance and correctness requirements.
Neon was created by a team of Postgres hackers, and led by CEO Nikita Shamgunov (co-founder of SingleStore). Neon is built on open-source principles and is focused on giving back to the Postgres and developer communities.
Our Investors
Top-tier investors backed up Neon's vision:
We raised $104+ million in funding from Menlo Ventures, Notable Capital, Khosla Ventures, General Catalyst, and Founders Fund.
Venture vehicles of Snowflake and Databricks invested in Neon.
Our angel investors are prominent technologists and ecosystem players. More than 20 awesome angels supported Neon, including Nat Friedman, Elad Gil, Mike Ovitz, Ajeet Singh, Guillermo Rauch, Søren Brammer Schmidt, and Wes McKinney.
Our Board includes Quentin Clark, Glenn Solomon, Joe Morrissey, and Tim Tully.
Our Offer
You have an opportunity to be an early employee in the fast-scaling, ambitious team
You can work 100% remote: we'll handle all formalities to arrange work from your home
We grant equity (stock options) to all full-time hires
We offer a competitive benefits package in line with all tech companies (top-notch equipment, unlimited vacations, paid parental leaves, and much more)
We are distributed, yet make our bonds during regular offsites (the last one was in Lisbon, Portugal)
