Software Engineer Customer Support

ABOUT GRIDGAIN Modern business-critical applications such as AI modeling, high-performance transaction processing, real-time decisioning, fraud detection and risk management all require more than just access to real-time data. These applications need a data platform that can store, access, process and analyze hundreds of terabytes of data at ultra-low latencies with high availability. GridGain is a leading real-time data platform by the original creators of Apache Ignite. It is the fastest, most non-intrusive way to process enterprise-wide data for AI, transactions and analytics in real time and at massive scale. GridGain allows companies to combine a fast multi-model database with robust compute functionality to deliver the fast access data storage and low-millisecond processing required for today’s business imperatives. GridGain is trusted by leading companies including Citi, Barclays, American Airlines, AutoZone, and UPS to accelerate their existing applications, speed operational analytics and fraud detection, train machine learning models for AI, and provide fast-access data hubs. GridGain is growing! Join the team and play a critical role in a fast-paced Silicon Valley startup that's changing the definition of "real time," and the world's expectations for high-speed data processing and analytics. ABOUT THE ROLE Frontline Support is the initial point of technical contact for customer issues. It emphasizes rapid triage, clear and consistent communication, and adherence to established support processes. The function focuses on resolving known or complex issues directly, identifying when to escalate, and maintaining customer satisfaction through responsiveness, accuracy, and follow-through. Frontline engineers are accountable for SLA adherence, customer communication, and creating a smooth handoff experience when exclusive and prioritized deep investigation is needed. TECHNICAL KNOWLEDGE & SKILLS Distributed Systems Development: Builds asynchronous distributed apps with JMM expertise. Application of Principles: Independently applies theories and concepts. Containerization & Orchestration: Understands Docker and Kubernetes basics. JVM Tuning: Skilled in tuning JVM GC and memory allocation. JVM Troubleshooting: Proficient in GC analysis and memory debugging. JVM Optimization: Experienced in heap management and thread dumps. CUSTOMER FOCUS: Anticipates internal and external customer needs and delivers on all customer commitments. Always prioritizes the customer’s problem and exceeds all standard procedures to fulfill customer requirements. COMMUNICATION SKILLS: Knows when to provide status and what level of detail. Able to effectively communicate with various levels of management through the Director level. Participate in customer conference calls and represent GridGain as a technical expert. PROCESS EXECUTION: Executes processes independently to meet customer SLAs, with minimal guidance reliably. Proactively identifies issues early and escalates them to both technical and customer-facing management. Suggests minor improvements to existing processes based on frequent case encounters. Analyzes patterns in issues to provide insights that help streamline escalations and reduce repeat issues. PLANNING, SELF ORGANIZATON & AUTONOMY: Plans and organizes related tasks independently to meet interdependent goals, with occasional direction from leadership. Sets personal priorities to align with broader team objectives, adapting when new tasks or requests arise. Anticipates potential obstacles and proactively communicates with team members to ensure successful task completion. PROBLEM SOLVING : Develops solutions to moderately complex problems with minimal guidance, drawing on knowledge of standard processes and prior experiences. Analyzes recurring issues, identifying patterns and suggesting improvements where possible. Proactively escalates challenging cases, providing initial diagnostic insights to streamline higher-level troubleshooting. TEAM WORK & MENTORING: Contributes effectively to team initiatives, showing awareness of both individual roles and team goals within established standards. Supports team members on moderately complex tasks, offering guidance to peers while respecting their autonomy and viewpoints. Introduces new ideas or methods that enhance team performance and align with organizational processes, showing initiative in improving collaboration. EDUCATION & EXPERIENCE: BS degree with 3+ years of experience, or MS degree with 1+ years of experience, or industry equivalent experience EXPERIENCE / SKILLS Experience supporting or troubleshooting distributed systems, enterprise platforms, or high-availability applications Strong understanding of Java, JVM internals, multithreading, and memory management Hands-on experience with Linux environments and production troubleshooting Familiarity with Docker, Kubernetes, and cloud-native infrastructure Experience analyzing:thread dumps, heap dumps, GC logs, performance bottlenecks Understanding of distributed systems concepts including:clustering, replication, failover, fault tolerance Exposure to technologies such as:Apache Ignite / GridGain, Kafka, Redis, Hazelcast, Cassandra Experience supporting enterprise customers in production / SLA-driven environments Strong troubleshooting, debugging, and root-cause analysis skills Ability to communicate effectively with technical and non-technical stakeholders Experience in technical support, SRE, backend engineering, DevOps, or platform operations environments preferred Self-motivated, customer-focused, and comfortable working in fast-paced, high-ownership environments Location Malaysia - Remote What’s in it for you? Impact the world of technology by pushing the boundaries of technology and business models, working at MariaDB. Be part of a game-changing organization that encourages outside-the-box thinking, values empowerment, and is truly shaping the future of the software industry. This is a permanent salaried full-time employee role. You’ll be collaborating with high-caliber colleagues around the world, offering unparalleled learning and growth opportunities. We provide a very competitive compensation package, 25 days paid annual leave (plus holidays), a massive degree of flexibility and freedom, and more. Salaries for candidates outside the U.S. will vary based on local compensation structures. In addition, we are often open to a wide variety of profiles, and recognize that the person we hire may be less experienced (or more senior) than the job description as posted. Salary is one component of MariaDB’s total rewards package, which (subject to eligibility requirements) may include health insurance, life, and disability insurance, funds toward professional development resources, paid holidays, and parental leave, just to name a few! How to Apply If you are interested in this position, please submit your application along with your resume/CV. MariaDB does not sponsor work visas or relocation. MariaDB is committed to providing any necessary accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform your recruiter. MariaDB will not accept agency resumes without a prior contractual agreement with HR. Please do not forward resumes to any recruiting alias or employee directly. MariaDB is not responsible for any unsolicited resumes. MariaDB is an equal opportunities employer.