Senior Software Engineer - Customer Engineering (Support)

Quick Facts

• Role: Software Engineer – RavenDB Support

Description

You will investigate complex production issues, reverse-engineer failures, analyze distributed system behavior, and dive deep into C# internals to uncover root causes. Success is measured not only by solving today’s hardest problems, but by reducing the number of hard problems that reach support tomorrow. You will work closely with customers, developers, and product teams to turn insights from the field into lasting improvements across the organization.

Key Responsibilities

• Investigate & Diagnose: Tackle complex customer issues across RavenDB clusters, from log forensics to source-code-level root cause analysis

• Log Forensics: Analyze large-scale distributed system logs to reconstruct incident timelines and draw definitive conclusions

• Code-Level Debugging: Read and reason through C#/.NET internals to identify bugs, propose fixes, and produce actionable bug reports for the core dev team

• Technical Communication: Translate complex technical findings into clear, structured, and professional written explanations for clients

• Broad Ownership: Handle a wide technical surface across the database ecosystem, including replication, indexing, memory management, ETL, backups, and client integrations

• Navigate Ambiguity: Work independently on complex problems where the answer isn’t obvious, evidence is incomplete, and you must decide when to escalate vs. when to call a theory confirmed

• Customer Partnership: Work directly with customers to understand both technical and business impact of issues, set expectations, communicate progress, and guide investigations to successful outcomes

• Process & Tooling Improvements: Identify recurring support challenges and proactively improve workflows, tooling, diagnostics, documentation, and automation to reduce resolution times and improve customer experience

• Knowledge Sharing: Build and maintain internal knowledge, troubleshooting guides, postmortems, and best practices

What We’re Looking For

• Strong proficiency in C# and the .NET ecosystem (specifically understanding memory management, async programming, and concurrency) – 5+ years of experience

• Experience with distributed systems concepts (replication, consensus, networking)

• A “detective” mindset for reading logs and tracking down elusive edge cases

• Strong customer orientation to understand technical and business impact and ensure customers receive the optimal solution within the appropriate timeframe

• Excellent communication skills to translate complex technical findings into clear, structured, professional explanations while setting accurate expectations

• A strong sense of urgency, ownership, and accountability; ability to prioritize effectively, make sound judgment calls, and drive issues to resolution without sacrificing technical quality

• A proactive improvement mindset: look beyond individual issues and drive improvements in tooling, automation, documentation, and processes

• Ability to work independently on complex problems with incomplete evidence; balance investigative depth with timely customer outcomes and know when to escalate vs. when to conclude an investigation

Benefits

Not specified in provided text