--- title: 'Customer Support Engineer at PlanetScale' canonical: 'https://feeny.ai/job/customer-support-engineer-planetscale-emea-tm32e6rwd1st' type: 'job' last_seen: '2026-09-05' --- # Customer Support Engineer at PlanetScale - **Company:** PlanetScale - **Location:** EMEA - **Work type:** remote - **Posted:** 2026-09-01 - **Last confirmed live:** 2026-09-05 - **Apply:** https://job-boards.greenhouse.io/planetscale/jobs/4391516009 ## Job description Remote - EMEA PlanetScale is growing rapidly and reinventing the database space. The PlanetScale platform offers both Postgres and Vitess clusters. Vitess, an open-source database clustering system for horizontal scaling of MySQL, enables businesses to efficiently handle large-scale data workloads — without sacrificing developer experience. Our customers entrust us with what is often their most precious digital asset, their data, so the stakes couldn’t be higher. We’re looking for a Customer Support Engineer to help developers and businesses get the most out of PlanetScale, resolve issues quickly, and build the support function that helps us scale. What’s the job to be done? - You will advise and handle support requests from customers and developers on the PlanetScale platform. - You will respond to, debug, and resolve customer support issues through support tickets, customer Slack channels, public discussions, and other support channels. - You will help customers understand how to use PlanetScale effectively, including how to reason about queries, schema changes, application behavior, database connectivity, and production workflows. - You will create and improve internal and external documentation, support playbooks, troubleshooting guides, and customer-facing materials. - You will identify product gaps and recurring sources of customer friction, then work with Engineering to prioritize improvements. - You will contribute to the systems, processes, and practices that help PlanetScale deliver excellent developer-focused support at scale. These attributes best describe you… - You are customer-focused, empathetic, and clear in how you communicate, while knowing when to push back in ways that help customers become successful on their own. - You have excellent debugging and troubleshooting skills, with the curiosity and persistence to follow issues across applications, databases, infrastructure, and product behavior. - You are comfortable stepping outside your comfort zone. Whether that means reading unfamiliar application code, digging into database behavior, testing a new framework, or learning a connector you haven’t used before, you’re willing to go where the problem leads. - You are a self-starting, enthusiastic individual who takes responsibility for outcomes and wants to make a meaningful impact on the business. - You can operate independently, but you know when to ask for help and how to bring the right people into an issue. - You are highly organized and able to operate in ambiguous or changing situations. - You are data-driven, team-oriented, and comfortable communicating across many audiences. - You enjoy working cross-functionally and translating customer pain into actionable product, documentation, and process improvements. ## What you will need - Experience supporting production applications, databases, developer tools, infrastructure, or other technical products. - Working knowledge of SQL, preferably with experience in MySQL and/or PostgreSQL. - Strong debugging skills and the ability to reason through application and database behavior. - Programming experience. You will not be programming full-time, but you should be comfortable reading and navigating unfamiliar code to understand customer issues. - Experience with common application frameworks, ORMs, database connectors, or application deployment patterns. - Willingness to explore new languages, frameworks, tools, and customer environments as needed. - Strong written and verbal communication skills. - Strong empathy for customers, developers, and teammates, with the ability to advocate for customer needs clearly and constructively. What else will help you be successful - Experience working in a remote organization. - Experience with cloud platforms such as AWS, GCP, or Azure. - Knowledge of monitoring, observability, and debugging tools. - Experience helping build support processes, documentation systems, or teams from an early stage. ## Why PlanetScale We’re redefining how high-growth companies manage data at scale — and we work with some of the most exciting brands in gaming, consumer tech, and B2B SaaS. As a Customer Support Engineer, you’ll be on the front lines helping developers and businesses solve real production problems, while also shaping the product, documentation, and support systems that make PlanetScale better for every customer. PlanetScale is a profitable company with a philosophy centered around building small teams of p99 individuals and is recognized as one of the fastest growing companies in America. At PlanetScale we believe in supporting people to do their best work and thrive no matter the location. Our mission is to build a diverse, equitable, and inclusive company. We strive to build an inclusive environment where all people feel that they are equally respected and valued, whether they are a candidate or an employee. We welcome applicants of any educational background, gender identity and expression, sexual orientation, religion, ethnicity, age, citizenship, socioeconomic status, disability, pregnancy status, and veteran status. If you have a disability, please let us know if there’s any way we can make the interview process better for you; we’re happy to accommodate! Total Compensation and Pay Transparency An employee’s total compensation consists of base salary + variable comp where appropriate + benefits + equity. A member of our Talent Acquisition team will be happy to answer any further questions when we engage with you to begin the interview process. ## About PlanetScale ## Company Overview - **One-liner**: PlanetScale is a fully managed relational database platform for Vitess and Postgres, bringing scale, performance, and reliability without sacrificing developer experience. - **Entity Type**: Private (Series C) - **Headquarters**: San Francisco, California, United States - **Founded**: 2018 - **Founders**: Jiten Vaidya, Sugu Sougoumarane, and the co-creators/maintainers of the Vitess open source project ## Core Business - Primary industry: Cloud Database Infrastructure / Software Development - Target customers: B2B; primarily mid-market to enterprise companies with high-scale database needs (also serves SMBs via self-serve plans starting at $5/month) - Mission or purpose statement: To build the future of databases — the database their team wished they had at previous companies like YouTube, Facebook, GitHub, and Slack. ## Products & Services - **[PlanetScale Vitess (MySQL)]**: A fully managed MySQL-compatible database powered by the Vitess open-source project. Offers horizontal sharding for unlimited scalability, zero-downtime schema changes, and high availability. Used by companies like Slack, HubSpot, and GitHub. - **[PlanetScale Postgres]**: A fully managed PostgreSQL database built for performance and reliability. Features NVMe-backed performance ("PlanetScale Metal"), connection pooling, branch-per-environment workflows, and automated failover. Starts at $5/month. - **[Neki]**: A next-generation Postgres sharding architecture (currently in private early access) designed for massive scale and fault tolerance on PostgreSQL workloads. ## Market Standing - **Valuation**: Not publicly disclosed; last known Series C was $50M (announced November 2021) - **Key Metric**: Total Funding of **$105M** across 3 rounds; estimated annual revenue of **$4.5M** (per LinkedIn) - **Notable Investors/Partners**: SignalFire (Seed lead), Andreessen Horowitz (Series A & C lead), and other investors. - **Growth Signals**: Headcount grew **57.6% YoY** (81 employees as of mid-2025), with operations in 14 countries. LinkedIn followers grew 36.6% in the last year. SOC 2 Type 2+ and HIPAA compliant; PCI DSS 4.0 Level 1 Service Provider. ## Competitive Advantages - **Founding team = Vitess creators**: Built by the original creators and maintainers of Vitess (the CNCF project that scales YouTube, Slack, and GitHub), giving them unmatched expertise in distributed MySQL. - **Performance leadership**: PlanetScale Metal is benchmarked as the fastest Postgres in the cloud, with unlimited IOPS on NVMe drives. - **Superior developer experience**: Unique features like database branching (branch-per-environment), revertable schema changes with zero data loss, and "Database Traffic Control" for query budget management. - **High reliability**: SLA of 99.999% for multi-region deployments and 99.99% for single-region deployments. - **Cost advantage**: Positions itself as less expensive than Amazon RDS/Aurora for ~85% of migrated workloads. ## Strategic Focus - **Postgres expansion**: Launching and scaling PlanetScale Postgres, including the Neki sharding architecture, to capture the growing Postgres market. - **Horizontal scaling for Postgres**: Neki is a key differentiator — bringing Vitess-style sharding to PostgreSQL workloads. - **Enterprise compliance**: Deepening SOC 2, HIPAA, and PCI DSS compliance to win larger enterprise deals. - **Developer education**: Investing in developer relations and education to drive adoption (e.g., MCP server for AI agent access, extensive documentation). - **Global infrastructure**: Expanding multi-region support and bring-your-own-cloud (PlanetScale Managed) options. ## Why Work Here - **Remote-forward culture**: Highly distributed team across the US and EMEA; many roles are listed as "Remote - US" or "Remote - EMEA." - **World-class engineering team**: Founded by database experts with a combined 600+ years of experience scaling systems at companies like Google, Facebook, YouTube, Dropbox, and GitHub. "Experts leading experts" is a core value. - **Values-driven culture**: Core values include "Every day matters," "We are fearless," "No passengers" (everyone drives the company forward), and "No replacement for displacement" (speed and performance matter). - **High-impact work**: Employees work on solving some of the hardest problems in distributed systems and database infrastructure. - **Compensation**: Public salary ranges (e.g., Software Engineer: ~$138k+/annual, Account Executive: ~$140k+/annual), indicating transparency. - **Notable perks**: SOC 2/HIPAA/PCI compliant infrastructure; modern tech stack; work with Vitess, Postgres, and cloud-native technologies. - **Hiring restrictions**: Cannot hire from sanctioned countries (North Korea, Cuba, Iran, Syria, Sudan, Crimea) or Mainland China due to US regulations. ## Sources 1. [planetscale.com](https://planetscale.com/) 2. [planetscale.com/about](https://planetscale.com/about) 3. [planetscale.com/careers](https://planetscale.com/careers) 4. [planetscale.com/docs/what-is-planetscale](https://planetscale.com/docs/what-is-planetscale) 5. [linkedin.com/company/planetscale](https://www.linkedin.com/company/planetscale) ## Other roles at PlanetScale - [Brand Designer](https://feeny.ai/job/brand-designer-planetscale-united-states-5xdafhk747av) — United States - [Sales Development Representative](https://feeny.ai/job/sales-development-representative-planetscale-san-francisco-xaskqzt5fqsy) — San Francisco, CA - [Software Engineer - Internal Tools](https://feeny.ai/job/software-engineer-internal-tools-planetscale-san-francisco-gre3a4js3b0z) — San Francisco, CA - [Head of Events](https://feeny.ai/job/head-of-events-planetscale-san-francisco-twwtbw0mjzs7) — San Francisco, CA - [Software Engineer - Neki Orchestration](https://feeny.ai/job/software-engineer-neki-orchestration-planetscale-san-francisco-bay-area-17wvnw7mrk4v) — San Francisco Bay Area, OR - [Software Engineer - PlanetScale Postgres](https://feeny.ai/job/software-engineer-planetscale-postgres-planetscale-remote-ztb3q0h8cqcs) - [Software Engineer - Insights](https://feeny.ai/job/software-engineer-insights-planetscale-san-francisco-bay-area-7bg68y1amz5p) — San Francisco Bay Area, OR - [Solutions Engineer](https://feeny.ai/job/solutions-engineer-planetscale-emea-na-8nt7qr7hwjcp) — EMEA / NA - [Developer Educator](https://feeny.ai/job/developer-educator-planetscale-san-francisco-k6cdbr77v42h) — San Francisco, CA - [Software Engineer - Sharded Postgres (Neki)](https://feeny.ai/job/software-engineer-sharded-postgres-neki-planetscale-san-francisco-bay-area-xsq0y77zbpj2) — San Francisco Bay Area, OR