Senior Technical Support Engineer

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

📋 Description

• Manage enterprise customer support cases of all severity levels from initial assessment to resolution.

• Identify and resolve issues related to Kubernetes and cloud infrastructure, such as pod failures, resource limitations, persistent volumes, RBAC, ingress, and diagnostics at the cluster level.

• Address problems within the ML platform, including failures in workspaces and jobs, environment build errors, model deployment challenges, and issues with data connectors.

• Submit comprehensive bug reports and enhancement proposals in Jira, advocating for customers with Product and Engineering teams.

• Create and evaluate knowledge base articles, how-to guides, and troubleshooting documentation.

• Transition cases among AMER, EMEA, and APAC regions using a follow-the-sun approach.

• Conduct live troubleshooting sessions with customers via video calls.

• Engage in the EMEA weekend on-call rotation.

⛳️ Requirements

• 3 to 5 years of experience in enterprise technical support, solutions engineering, or a comparable customer-facing technical position within a SaaS or data/AI platform company.

• Proficient in Kubernetes, including pod lifecycle management, kubectl, RBAC, namespaces, persistent volumes, and cluster-level troubleshooting.

• Strong command of Linux and command-line tools: log analysis, process management, file system navigation, and shell scripting.

• Familiar with Python-based ML workflows, including Jupyter, package management, model training, and serving.

• Experience with cloud platforms such as AWS, GCP, or Azure, and containerized application environments.

• Systematic troubleshooting methodology.

• Excellent written communication skills.

• Ability to handle multiple open cases that are time-sensitive.

• Capacity to work asynchronously across different time zones in a remote-first, globally distributed team.

• Bachelor’s degree in computer science, engineering, or a relevant technical field (or equivalent experience).

🏝️ Benefits

• A diverse and inclusive team environment.

• A culture that promotes a growth mindset.

• An environment conducive to teaching and learning.

• Access to the tools and support essential for success.