Senior Technical Support Engineer

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

📋 Description

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

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

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

• Create actionable bug reports and enhancement requests in Jira.

• Serve as an advocate for customers when collaborating with Product and Engineering teams.

• Author 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 through 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 role within a SaaS or data/AI platform company.

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

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

• Familiarity with Python-based machine learning workflows, such as Jupyter, package management, model training, and serving.

• Experience with cloud platforms (AWS, GCP, or Azure) and containerized application environments.

• A methodical approach to troubleshooting.

• Excellent written communication skills.

• Capability to manage multiple open, time-sensitive cases effectively.

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

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

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

🏝️ Benefits

• A diverse and inclusive workplace.

• An environment conducive to teaching and learning.

• Access to the tools and support necessary for success in the role and within the company.