Engineering Member – Technical Support Engineer

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

📋 Description

• As the initial point of contact, you will assist customers facing technical challenges with our product.

• Your responsibilities will include troubleshooting, diagnosing, and resolving technical issues.

• The technical problems you encounter will vary from our SaaS solutions to air-gapped on-premises deployments, requiring you to depend on the customer for insights.

• You will play a crucial role in developing documentation, runbooks, and tools that enable our support team to scale effectively.

• Your efforts will be essential in delivering prompt and professional technical support through support tickets and occasional calls.

⛳️ Requirements

• Lead the troubleshooting and resolution of intricate software and infrastructure challenges, including API integrations, system configurations, and performance issues.

• Possess excellent written and verbal communication skills to interact with customers and to create and maintain thorough documentation for troubleshooting.

• Escalate advanced issues to engineering teams and collaborate closely with developers to address customer concerns.

• Maintain comprehensive records of support interactions within our ticketing system.

• Demonstrate strong knowledge of AWS (or a similar platform), Kubernetes, Linux, and Networking.

• Familiarity with monitoring and alerting tools such as Grafana, Prometheus, and Datadog.

• Ability to work autonomously, prioritize tasks, and manage time efficiently.

• Experience with support ticketing systems (e.g., Zendesk, Freshdesk, Jira) and remote troubleshooting tools.

• Previous experience with on-premises installations is advantageous.

🏝️ Benefits

• Fully remote work & flexible hours;

• 37 days/year of vacation & holidays;

• Health insurance allowance for you and dependents;

• Company-provided equipment;

• Wellbeing, always-be-learning and home office allowances;

• Frequent team get-togethers in Paris;

• Great diverse & inclusive people-first culture.