Support Engineer

About Regatta  We are a team of veteran entrepreneurs and software engineers. We have been working together in the field of data management for 20+ years. During that period, we have gained a track record of building successful enterprises that have created outstanding value for team members, investors, and customers. Regatta develops, from scratch, a high-end mission-critical, extreme performance, distributed transactional and analytical database that brings simplicity alongside powerful features. The Role The Support Engineer is a customer-facing technical role responsible for leading customers through onboarding, proof-of-concept (POC), deployment, and ongoing operational phases. This role serves as the primary technical point of contact, ensuring successful adoption of Regatta. The Support Engineer manages customer engagements end-to-end, owns technical communication with customers, provides clear and professional guidance including root cause analyses (RCA), workarounds, and best practices, and acts as the central coordination point between customers and internal R&D teams. Responsibilities Customer Engagement & Onboarding: • Act as the primary technical focal point for prospects and customers. • Maintain continuous communication with customers to understand their requirements and technical constraints, and convey these internally to R&D and other stakeholders. • Drive POC and onboarding processes. • Analyze customer workloads, schemas, SQL queries, data types, and access patterns to design effective migration plans to RegattaDB. Identify cases requiring additional R&D investment and proactively surface and escalate gaps.

Deployment & Environment Setup: • Provide hands-on support for all scenarios, including Regatta Cloud and on-prem deployments. • Serve as a RegattaDB expert, with responsibility for environment preparation and deployment activities as needed. • Troubleshoot customers’ hardware and operating system issues (Linux-based environments). • Diagnose and resolve Regatta deployment issues, including identifying root causes and applying known fixes or mitigations for common problems.

Ongoing Support & Issue Management: • Serve as the primary point of contact for customer issues, questions, and operational inquiries. • Lead live debugging and troubleshooting sessions, and analyze system behavior, using Regatta’s observability and debuggability tools. • Identify, collect, and perform initial analysis of relevant diagnostic data (logs, metrics, configuration, and workload characteristics) to support effective troubleshooting. Manage support cases end-to-end, including ownership of customer communication, coordination between customers and internal R&D teams, escalation as needed, and coordination of resolution efforts.