Technical Support Engineer

Accountabilities

• Act as the first point of contact for enterprise customers, managing, investigating, troubleshooting, and resolving complex technical issues related to containerized software images.

• Take ownership of customer support requests, prioritize your queue effectively, and drive issues toward timely resolution while meeting established SLAs.

• Collaborate with Engineering teams to escalate complex incidents, identify product bugs, and contribute to effective technical solutions.

• Communicate clearly and proactively with customers, keeping them informed throughout the troubleshooting and resolution process.

• Translate complex technical concepts into accessible explanations for both technical and non-technical audiences.

• Document technical investigations, solutions, recurring issues, and troubleshooting procedures to strengthen internal knowledge bases and customer resources.

• Share customer feedback, product improvement suggestions, feature requests, and emerging technical challenges with Engineering and Go-to-Market teams.

• Work closely with Customer Success and other internal stakeholders to deliver a consistent, high-quality customer experience.

• Continuously develop your technical expertise, share knowledge with colleagues, and contribute to improving support practices.

• Participate in an on-call rotation covering after-hours, weekends, and holidays when required.

Requirements:

• At least 3 years of experience providing technical support to enterprise customers, with a strong customer-focused and solution-oriented mindset.

• At least 2 years of hands-on experience with Linux, Docker, and Kubernetes.

• Strong written and verbal communication skills, with the ability to explain technical issues clearly and professionally.

• Experience working with DevOps technologies and practices, including CI/CD pipelines, GitHub, Helm Charts, Terraform, Linux, and open-source software.

• Familiarity with at least one major cloud platform: AWS, Microsoft Azure, or Google Cloud Platform (GCP).

• Experience with AWS EKS (Elastic Kubernetes Service) is a plus.

• Understanding of security frameworks, software supply chain security, or vulnerability scanning is an advantage.

• Kubernetes certifications such as CKA, CKAD, CKS, or KCSA are highly desirable.

• Previous experience in a startup or fast-paced technology environment is a plus.

• Strong analytical and troubleshooting abilities, intellectual curiosity, adaptability, and a proactive approach to problem-solving.

• Excellent collaboration skills and the ability to work effectively across Engineering, Customer Success, and other teams.

• A bachelor's degree, preferably in a STEM-related field, or equivalent practical experience.

• Ability to participate in an on-call support rotation.

Benefits:

• Remote-first and flexible working environment: Work remotely, with opportunities to connect with colleagues through team meetups and twice-yearly destination summits.

• Monthly allowances: Receive a stipend to help cover coworking space, phone, and internet expenses.

• Equity opportunities: Stock options upon joining and following promotions, with opportunities to participate in secondary offerings and an extended 10-year exercise window.

• Comprehensive healthcare coverage: 100% of health, vision, and dental insurance premiums covered for employees and their dependents.

• Flexible paid time off: Take the time you need to rest, recharge, and maintain a healthy work-life balance.

• Paid parental leave: 18 weeks for birthing parents and 12 weeks for non-birthing parents, with the flexibility to use the leave throughout the child's first year.