Senior Support Engineer

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

📋 Description

• Provide technical customer support for the Eon product.

• Take ownership of, troubleshoot, and resolve customer technical issues through collaboration, best practices in troubleshooting, and maintaining transparency within and across teams.

• Recognize cases that require technical or strategic escalation.

• Create, maintain, and manage incident management requests directed to product or engineering teams.

• Design and implement support solutions that are scalable through automation.

• Diagnose customer issues utilizing logs, networking, and system administration skills.

• Assist in updating documentation.

• Develop custom solutions as necessary.

• Participate in an on-call rotation to provide after-hours, holiday, and weekend support coverage.

⛳️ Requirements

• Must be willing to work from 9 AM to 6 PM EST.

• Over 5 years of practical, technical experience in customer support, technical support, system administration, or a similar customer-facing role.

• At least 2 years of experience with Cloud technologies (Azure, AWS, GCP).

• Proficient in reading or debugging code in one or more of the following languages: Go, Python, JavaScript.

• Skilled in using command-line tools and familiar with Linux operating system environments.

• Experience with DevOps technologies.

• Knowledge of REST APIs or GraphQL.

• Understanding of essential web technologies (e.g., HTTP, HTML, DNS).

• Familiarity with networking basics (e.g., TCP/IP, Routing, VPNs, VLANs, Peering, Load Balancing).

• Knowledge of relational databases.

• Awareness of Cloud security constructs such as IAM roles.

🏝️ Benefits

• Equity Participation (RSUs!).

• 401K matching.

• Paid Parental Leave.

• Comprehensive benefits package including medical, dental, and vision options.

• Dynamic office environment featuring meals, happy hours, employee events, and volunteer days.

• Home office setup and cultural events for remote employees.

• Opportunities for professional advancement in a fast-paced startup atmosphere.

• Competitive salary and benefits package.