Support Engineer – Data Platform & Incident Response

About the role

We are seeking a Support Engineer who combines deep data‑platform knowledge with strong investigative skills. You will keep our databases, caching, and event‑streaming systems healthy while diagnosing and resolving customer‑facing issues quickly and calmly.

Key responsibilities

• Administer, monitor, and tune production and staging MongoDB and PostgreSQL databases, including backups, restores, replication, and failover.
• Manage and troubleshoot Redis (caching, session stores, rate limiting) and Kafka (topics, consumer groups, partitioning, lag) to ensure end‑to‑end data‑layer performance.
• Respond to server downtime and service outages, taking ownership of incidents, restoring service, and communicating with stakeholders.
• Investigate bugs and unexpected behavior by tracing logs, traces, and message flows back to the root cause.
• Diagnose and resolve performance problems such as slow queries, indexing gaps, lock contention, cache misses, and consumer lag.
• Write, review, and optimise SQL queries and MongoDB aggregation pipelines for troubleshooting and reporting.
• Coordinate schema changes, migrations, and data‑integrity checks with engineering teams.
• Reproduce customer issues in test environments and provide clear, evidence‑based reports to product and engineering.
• Maintain and improve monitoring, alerting, tracing, and runbooks; document post‑incident reviews.
• Act as an escalation point for complex support tickets involving the data layer.

Required profile

• At least 1 year of experience in support engineering, DevOps, SRE, or database administration, preferably in a product or SaaS environment.
• Hands‑on experience administering both MongoDB and PostgreSQL in production (or deep expertise in one and solid knowledge of the other).
• Practical experience with Redis and Kafka, understanding their behavior under load and failure.
• Confidence writing and reading SQL as well as MongoDB queries and aggregation pipelines.
• Familiarity with distributed tracing and observability tools, ideally OpenTelemetry.
• Methodical, evidence‑driven debugging approach across logs, traces, databases, and application behaviour.

Required skills

• MongoDB
• PostgreSQL
• Redis
• Kafka
• SQL
• OpenTelemetry