Customer Support Engineer

This is a fully remote position, open to applicants in Poland.

📋 Description

• Reproduce and troubleshoot customer issues utilizing testing environments and tools

• Engage with customers in a tactful manner

• Collect information and deliver diagnostic, resolution, process, and product support

• Follow up on issues after they have been resolved

• Address incoming technical support requests, including urgent high-severity cases

• Identify and relay trends in product usage, bugs, and feature requests

• Mentor and guide new team members on processes and procedures

• Collaborate with Enterprise Account Managers during customer debugging sessions

• Document and log customer activities in accordance with internal and external security protocols

• Contribute to product documentation, customer knowledge bases, and best-practice guides

• Continuously enhance processes and tools alongside the team

• Participate in periodic on-call rotations for issues affecting production

• Work collaboratively with Product and Customer Success teams to enhance customer satisfaction and the overall support experience

⛳️ Requirements

• Over 3 years of experience in customer support engineering (or a similar customer-facing technical role), ideally for mission-critical software

• More than 3 years of experience supporting enterprise-level companies

• At least 2 years of experience diagnosing network connectivity and performance issues in production

• Strong problem-solving, analytical, and troubleshooting abilities

• Proven experience in clear and effective communication, both verbally and in writing

• Familiarity with Terraform

• Experience with major cloud platforms, distributed systems, microservices architecture, and containerization (e.g., Kubernetes)

• Proficiency with a scripting language of choice (e.g., Bash, Python, Ruby)

• Ability to interpret complex code for troubleshooting purposes

• Experience using GitHub

• Knowledge of REST APIs and command-line tools

• Highly organized, with excellent work ethics, attention to detail, and the capability to quickly learn new technologies

• Background working in a startup environment

• Experience in DevOps Engineering, Software Engineering, and/or System Administration (bonus)

• Familiarity with software-defined networking (e.g., Tailscale) (bonus)

• Experience providing support to engineering teams and their associated tools (bonus)

🏝️ Benefits

• Equity

• Bonus

• Remote work

• Participation in periodic on-call rotations for production-down issues

• An interview process that is transparent, consistent, and enjoyable

• Use of AI tools permitted for take-home assessments

• Equal employment opportunities