Senior Software Engineer - Customer Engineering (Support)

RavenDB is a high-performance, transactional NoSQL document database with a fully managed cloud (DBaaS) offering, running in production at companies worldwide.

• Strong proficiency in C# and the .NET ecosystem, specifically memory management, async programming, and concurrency, with 5+ years experience.
• Experience with distributed systems concepts such as replication, consensus, and networking.
• A mindset suited for investigative troubleshooting and tracking elusive edge cases.
• Strong customer orientation and communication skills to explain complex technical issues clearly.
• Sense of urgency, ownership, accountability, and ability to prioritize and make sound judgment calls.
• Proactive improvement mindset to identify patterns and drive tooling, automation, documentation, and process improvements.
• Ability to work independently on complex and ambiguous problems, balancing depth and timely customer outcomes.

• Investigate and diagnose complex customer issues across RavenDB clusters, including log forensics and source-code-level root cause analysis.
• Analyze large-scale distributed system logs to reconstruct incident timelines.
• Perform code-level debugging by reading and reasoning through C#/.NET internals to identify bugs and propose fixes.
• Translate complex technical findings into clear, structured, professional written explanations for clients.
• Handle a technical surface including replication, indexing, memory management, ETL, backups, and client integrations.
• Work independently on ambiguous problems and decide when to escalate or conclude investigations.
• Partner with customers to understand technical and business impacts, set expectations, and guide investigations.
• Identify recurring support challenges and improve workflows, tooling, diagnostics, documentation, and automation.
• Build and maintain internal knowledge, troubleshooting guides, postmortems, and best practices.

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