Are you passionate about web design and eager to embark on a fulfilling career in the field? If you've dabbled in website creation using platforms like Wix, Squarespace, or WordPress, have a background in customer service, are a problem solver, and have a knack for creating engaging content, then Cloudbeds is looking for you!

This entry-level position offers a unique chance to provide customer support to our existing website customers while actively contributing to the new customer setup and onboarding process under the guidance of our seasoned Website Design team.

Location: Remote

Working shifts: 8 AM to 5 PM PST / 4 PM to 1 AM UTC 

What You Will Do:

• Managing the support tickets through our ticketing system from live customers with published websites while maintaining the required SLA 
• Managing all records and upkeep of all task management systems related to website services
• Working with and communicating directly and effectively with our different customer profiles through video calls, emails, and voice calls
• Resolving and handling customer complaints, and the ability to handle deadline-driven pressure
• Taking customer scoping, content collection, and revision calls, then coordinating the customer requirements with the website designers 
• Gathering property details and website requirements, then organizing the information for the website designer’s reference
• Proactively communicating with customers and providing timely updates on the project progress
• Managing multiple account timelines, completing requirements, and communicating priorities with the website designers to meet deadlines agreed with the customer 
• Overseeing the timely completion of website builds and ensuring that the quality of the website meets the customer's requirements 
• Assisting the customer in acquiring domain names, updating domain settings, and publishing websites 
• Assisting website designers in onboarding customers: Editing the published websites based on the requirements of the customers using our in-house website builder 
• Investigating website errors, cases, or supporting, researching, and suggesting website support process improvement 
• Using a consultative approach in maintaining our high-quality, professional hospitality websites and communicating with all customers 
• Handling the creation of landing pages or single-page websites 
• Managing internal escalations and coordinating with internal teams to give website onboarding updates or resolve customer concerns 
• Using tools (AI) to create visual elements or content that are in line with our customers’ branding 
• Proofread content and correct errors 
• Staying up to date with website trends and website development techniques that are most effective in engaging consumers

Key Competencies include:

• Creative, has a keen eye for design, and high attention to detail
• Highly responsive to internal and customer inquiries with a goal to complete tasks related to concerns raised 
• Effective execution of several website updates with varying processes in a timely manner
• Effective communication and Emotional Intelligence: outstanding written and verbal communication skills, coupled with strong empathy for customers and their success
• Able to lead and collaborate with a diverse team of different personality types
• Open to general changes, improvements, and process updates 
• Highly organized, can handle result-driven pressure, proactive, a self-starter, and a team player with a love of continually improving the processes around you

You’ll Succeed With: 

• Experience with Website Design Builder or a platform like Wix, Squarespace, GoDaddy, or Duda preferred
• Experience with Adobe Photoshop or Canva preferred
• Experience with using AI for text content creation 
• Fluent English
• Fluent Spanish
• Excellent customer service - Passionate about meeting customers from all over the world and happy to provide them with genuine customer service (customer service experience required) 
• Excellent communication skills and a positive attitude
• Excellent problem-solving skills and emotional management
• Excellent internet/wifi connection

#LI-LT1

MariaDB is making a big impact on the world. Whether you’re checking your bank account, buying a coffee, shopping online, making a phone call, listening to music, taking out a loan or ordering takeout – MariaDB is the backbone of applications used everyday. Companies small and large, including 75% of the Fortune 500, run MariaDB, touching the lives of billions of people. With massive reach through Linux distributions, enterprise deployments and public clouds, MariaDB is uniquely positioned as the leading database for modern application development.

The Opportunity:

Do you love the challenge of new and interesting problems? Do you have a knack for automating anything you have to do more than twice? Do you want to become an expert Database Administrator (DBA)? If you answered yes, then you’ll love working on our Remote DBA team at MariaDB as we grow our exciting SkySQL cloud platform solution.

The Remote DBA team works with customers around the world. Each customer’s deployments and challenges are unique, offering something new day after day. You will help our customers succeed by delivering expert-level Remote DBA services including database monitoring, making recommendations to improve performance and durability, fixing things when they break, helping design new architectures and implement best practices, performing upgrades, configuring and monitoring backups, assisting with recoveries, and other related DBA-level tasks as needed. You will utilize advanced troubleshooting skills and creative problem-solving capabilities. You must be self-motivated and capable of working autonomously.

We are a “virtual” team, distributed globally, telecommuting via the internet. We make heavy use of email, Slack, the web, ssh, and similar remote technologies. Prior experience in this form of working environment is ideal.

Because we must provide coverage to our customers 24x7x365, this position does occasionally involve work on nights, weekends, and holidays, however, we leverage our global team to minimize the impact as much as possible.

Responsibilities:

• Perform DBA activities remotely with customers around the world
• Automate various DBA tasks
• Set up monitoring and other activities on customer servers
• Perform periodic health checks and reports on customer systems
• Participate in the community by blogging and other social media
• Help the MariaDB team build tools and enhancements around MariaDB
• Help improve practices and common methodologies for the Remote DBA team
• Ability to be on call as needed to guarantee customer SLAs
• Manage SkySQL customers across cloud environments
• Provide coverage during designated schedule
• Tues-Sat or Sun-Thurs shift preferred
• Ability to travel internationally for company-related meetings

Qualifications:

• Passion for serving customers and solving technical problems
• Experience with MariaDB/MySQL and surrounding tools
• Knowledge of SQL query writing and optimization
• Knowledge of database design, administration, development or architecture
• Understanding of various high availability environments and technologies
• Very strong troubleshooting and problem-solving skills
• Tenacity with regard to customer communication & follow-up
• Comfortable working remotely (equipment provided)
• Excellent written and spoken English communication skills
• Experience with some sort of columnar database platform
• Previous usage of database proxying technology

Bonus Experience and Skills:

• Experience in a 24×7 support environment
• Proficient with multiple backup utilities (mydumper, MariaDB Backup, Xtrabackup, mysqldump, etc.)
• Prior MariaDB, Percona, or MySQL support engineer experience
• Previous experience working remotely
• Proficient in one or more scripting languages (Bash, Python, Go, etc.)
• Sysadmin experience (Linux, Windows, etc.)
• Working knowledge of other database systems (Oracle, MS SQL Server, Postgres, RDS/Aurora, MongoDB, etc.)
• Contributions to open source software in the MariaDB/MySQL ecosystem
• Experience with other MariaDB products such as MaxScale, ColumnStore, Cluster/Galera, Clustrix, etc.
• Proficient with virtualization software (Xen, VirtualBox, VMware, etc.)
• Experience with cloud offerings
• Experience with automation toolsets
• Experience with containers (Kubernetes, Docker, etc)
• MariaDB/MySQL monitoring software experience
• MariaDB and/or MySQL certifications

Location:

Dominican Republic (Remote)

• The ideal shift rota preferred will be Tuesday-Saturday or Sunday-Thursday. 
• Other flexible schedules with weekend coverage desirable.

Travel:

Flexible to travel internationally for company-related meetings

What's in it for you?

Impact the world of technology by pushing the boundaries of technology and business models, working at MariaDB, plc. 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. 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) and a massive degree of flexibility and freedom, and more.

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

How to Apply

If you are interested in this position, please submit your application along with your CV/Resume through our ATS Greenhouse on our MariaDB Careers site.

• At MariaDB we celebrate the diverse experiences and perspectives of our employees because this drives innovation and success. MariaDB is an equal opportunity employer dedicated to creating a welcoming and inclusive workplace for everyone.
• MariaDB does not sponsor work visas or relocation.
• MariaDB is committed to providing 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 paying any fees associated with any unsolicited submitted CV/Resumes.

MariaDB is an equal opportunities employer.