Senior Technical Support Engineer

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

📋 Description

• Take ownership of enterprise customer support cases across all severity levels, from initial triage to resolution.

• Diagnose and resolve issues related to Kubernetes and cloud infrastructure, including pod failures, resource limitations, persistent volumes, RBAC, ingress, and cluster-level diagnostics.

• Troubleshoot problems on the ML platform, such as workspace and job failures, environment build errors, model deployment challenges, and data connector issues.

• Create detailed bug reports and enhancement requests in Jira.

• Act as a customer advocate with Product and Engineering teams.

• Write and review knowledge base articles, how-to guides, and troubleshooting documentation.

• Transition cases across AMER, EMEA, and APAC regions in a follow-the-sun model.

• Conduct live troubleshooting sessions with customers via video conferencing.

• Take part in the EMEA weekend on-call rotation.

⛳️ Requirements

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

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

• Strong expertise in Linux and command-line usage: log analysis, process management, file system navigation, and shell scripting.

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

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

• Methodical troubleshooting skills.

• Excellent written communication abilities.

• Capacity to manage multiple open and time-sensitive cases effectively.

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

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

🏝️ Benefits

• A diverse and inclusive workplace that encourages applicants from all backgrounds.

• An environment focused on teaching and learning, providing tools for employee success.

• A remote-first, globally distributed team.

• Participation in the EMEA weekend on-call rotation as per the team schedule.