New

Software Engineer Customer Support

Remote - Malaysia

ABOUT GRIDGAIN
Modern business-critical applications such as AI modeling, high-performance transaction processing, real-time decisioning, fraud detection and risk management all require more than just access to real-time data. These applications need a data platform that can store, access, process and analyze hundreds of terabytes of data at ultra-low latencies with high availability.

GridGain is a leading real-time data platform by the original creators of Apache Ignite. It is the fastest, most non-intrusive way to process enterprise-wide data for AI, transactions and analytics in real time and at massive scale. GridGain allows companies to combine a fast multi-model database with robust compute functionality to deliver the fast access data storage and low-millisecond processing required for today’s business imperatives.

GridGain is trusted by leading companies including Citi, Barclays, American Airlines, AutoZone, and UPS to accelerate their existing applications, speed operational analytics and fraud detection, train machine learning models for AI, and provide fast-access data hubs.
GridGain is growing! Join the team and play a critical role in a fast-paced Silicon Valley startup that's changing the definition of "real time," and the world's expectations for high-speed data processing and analytics.

ABOUT THE ROLE

Frontline Support is the initial point of technical contact for customer issues. It emphasizes rapid triage, clear and consistent communication, and adherence to established support processes. The function focuses on resolving known or complex issues directly, identifying when to escalate, and maintaining customer satisfaction through responsiveness, accuracy, and follow-through. Frontline engineers are accountable for SLA adherence, customer communication, and creating a smooth handoff experience when exclusive and prioritized deep investigation is needed.

TECHNICAL KNOWLEDGE & SKILLS

  • Distributed Systems Development: Builds asynchronous distributed apps with JMM expertise.
  • Application of Principles: Independently applies theories and concepts.
  • Containerization & Orchestration: Understands Docker and Kubernetes basics.
  • JVM Tuning: Skilled in tuning JVM GC and memory allocation.
  • JVM Troubleshooting: Proficient in GC analysis and memory debugging.
  • JVM Optimization: Experienced in heap management and thread dumps.

CUSTOMER FOCUS:
Anticipates internal and external customer needs and delivers on all customer commitments.
Always prioritizes the customer’s problem and exceeds all standard procedures to fulfill customer requirements.

COMMUNICATION SKILLS:
Knows when to provide status and what level of detail.
Able to effectively communicate with various levels of management through the Director level.
Participate in customer conference calls and represent GridGain as a technical expert.

PROCESS EXECUTION:
Executes processes independently to meet customer SLAs, with minimal guidance reliably.
Proactively identifies issues early and escalates them to both technical and customer-facing management.
Suggests minor improvements to existing processes based on frequent case encounters.
Analyzes patterns in issues to provide insights that help streamline escalations and reduce repeat issues.

PLANNING, SELF ORGANIZATON & AUTONOMY:
Plans and organizes related tasks independently to meet interdependent goals, with occasional direction from leadership.
Sets personal priorities to align with broader team objectives, adapting when new tasks or requests arise.
Anticipates potential obstacles and proactively communicates with team members to ensure successful task completion.

PROBLEM SOLVING:
Develops solutions to moderately complex problems with minimal guidance, drawing on knowledge of standard processes and prior experiences.
Analyzes recurring issues, identifying patterns and suggesting improvements where possible.
Proactively escalates challenging cases, providing initial diagnostic insights to streamline higher-level troubleshooting.

  • TEAM WORK & MENTORING:
    Contributes effectively to team initiatives, showing awareness of both individual roles and team goals within established standards.
    Supports team members on moderately complex tasks, offering guidance to peers while respecting their autonomy and viewpoints.
    Introduces new ideas or methods that enhance team performance and align with organizational processes, showing initiative in improving collaboration.
  • EDUCATION & EXPERIENCE:
    BS degree with 3+ years of experience, or MS degree with 1+ years of experience, or industry equivalent experience

EXPERIENCE / SKILLS

  • Experience supporting or troubleshooting distributed systems, enterprise platforms, or high-availability applications
  • Strong understanding of Java, JVM internals, multithreading, and memory management
  • Hands-on experience with Linux environments and production troubleshooting
  • Familiarity with Docker, Kubernetes, and cloud-native infrastructure
  • Experience analyzing:thread dumps, heap dumps, GC logs, performance bottlenecks
  • Understanding of distributed systems concepts including:clustering, replication, failover, fault tolerance
  • Exposure to technologies such as:Apache Ignite / GridGain, Kafka, Redis, Hazelcast, Cassandra
  • Experience supporting enterprise customers in production / SLA-driven environments
  • Strong troubleshooting, debugging, and root-cause analysis skills
  • Ability to communicate effectively with technical and non-technical stakeholders
  • Experience in technical support, SRE, backend engineering, DevOps, or platform operations environments preferred
  • Self-motivated, customer-focused, and comfortable working in fast-paced, high-ownership environments

Location

Malaysia - Remote

What’s in it for you?

Impact the world of technology by pushing the boundaries of technology and business models, working at MariaDB. Be part of a game-changing organization that encourages outside-the-box thinking, values empowerment, and is truly shaping the future of the software industry.

This is a permanent salaried full-time employee role.

You’ll be collaborating with high-caliber colleagues around the world, offering unparalleled learning and growth opportunities. We provide a very competitive compensation package, 25 days paid annual leave (plus holidays), a massive degree of flexibility and freedom, and more.

Salaries for candidates outside the U.S. will vary based on local compensation structures.

In addition, we are often open to a wide variety of profiles, and recognize that the person we hire may be less experienced (or more senior) than the job description as posted. Salary is one component of MariaDB’s total rewards package, which (subject to eligibility requirements) may include health insurance, life, and disability insurance, funds toward professional development resources, paid holidays, and parental leave, just to name a few! 

 

How to Apply

  • If you are interested in this position, please submit your application along with your resume/CV.
  • MariaDB does not sponsor work visas or relocation.
  • MariaDB is committed to providing any necessary accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform your recruiter.
  • MariaDB will not accept agency resumes without a prior contractual agreement with HR. Please do not forward resumes to any recruiting alias or employee directly. MariaDB is not responsible for any unsolicited resumes.
  • MariaDB is an equal opportunities employer.

 

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Education

Select...
Select...
Select...
Select...
Select...
Select...
Select...
Which of the following do you have hands-on professional experience of? (Select all that apply): *
Select...
Select...
Select...
Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in MariaDB plc’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.