Senior Software Engineer - Customer Engineering (Support)

RavenDB is a high-performance, transactional NoSQL document database running in production at companies worldwide, with a fully managed cloud (DBaaS) offering. It is an established, fast-growing, and engineering-led company.

• Strong proficiency in C# and the .NET ecosystem, including memory management, async programming, and concurrency, with 5+ years of experience.
• Experience with distributed systems concepts such as replication, consensus, and networking.
• A "detective" mindset with a passion for reading logs and tracking down elusive edge cases.
• Strong customer orientation with the ability to understand both technical and business impacts of issues.
• Excellent communication skills to translate complex technical findings into clear, structured, and professional explanations.
• A strong sense of urgency, ownership, and accountability with effective prioritization and sound judgment.
• A proactive improvement mindset to identify recurring patterns and drive tooling, automation, documentation, and process improvements.
• Ability to work independently on complex problems with incomplete evidence, balancing investigative depth with timely customer outcomes and knowing when to escalate.

• 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, the 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 the 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 that enable the entire team to operate more effectively.

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