Senior Support Engineer

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

📋 Description

• Act as a technical authority and primary contact for enterprise clients

• Address production challenges and respond to platform inquiries

• Oversee the health of production systems and infrastructure

• Proactively detect and resolve issues to ensure continuous availability

• Work alongside DevOps and Engineering teams to escalate and troubleshoot complex technical issues

• Develop and maintain documentation for customers and internal runbooks

• Build and enhance internal monitoring dashboards

• Engage in the on-call rotation and take the lead in incident response as needed

• Collaborate with Product and Engineering teams to advocate for customer needs, prioritizing fixes and enhancements

• Promote ongoing enhancements in support operations, tools, and workflows

⛳️ Requirements

• Over 6 years of experience in technical support roles with direct customer engagement

• Strong skills in troubleshooting and debugging within distributed systems and cloud-native settings

• Familiarity with on-call tools such as Opsgenie, Datadog On-call, or comparable alternatives

• Proficient understanding of monitoring tools like DataDog and best practices for incident management

• Excellent written and verbal communication skills, particularly when interacting with both technical and non-technical stakeholders

• Commitment to providing an exceptional customer experience through technical proficiency and empathy

• Availability corresponding to North America business hours, specifically 9:00am–5:00pm PST or EST

• Bonus: Experience with Kubernetes operational support

• Bonus: Knowledge of bare metal providers such as Hetzner, Equinix, and OVH, along with public clouds like AWS

• Bonus: Experience in supporting or managing blockchain node infrastructure

• Bonus: Background in maintaining uptime in large-scale, multi-region production environments

• Bonus: Experience with key management, secure infrastructure, or compliance-focused environments

🏝️ Benefits

• Competitive salary and equity options

• Comprehensive health insurance coverage, including medical, dental, and vision

• Generous vacation time and paid time off

• Fully remote work

• Biannual company offsite

• Dynamic and collaborative work environment

• Opportunity to work with a talented and passionate team in a fast-growing industry

• Cell Phone Stipend

• Hardware included