Senior Technical Support Engineer

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

📋 Description

• Take charge of and direct intricate technical inquiries and customer escalations.

• Collaborate with Engineering, Product Management, and internal teams to ensure prompt resolution of issues.

• Cultivate subject matter expertise for designated products and their associated technologies.

• Engage in technical swarms, case evaluations, and cooperative troubleshooting efforts.

• Alleviate escalations through proactive customer interaction and technical guidance.

• Acquire knowledge in FinOps, cloud platforms, infrastructure technologies, and product integrations.

• Comprehend customer business goals and align technical suggestions with desired outcomes.

• Oversee high-severity and high-impact customer cases.

• Maintain communication with customers throughout the support lifecycle.

• Participate as a technical expert in customer calls and remote technical sessions.

• Create, review, and approve technical documentation and knowledge articles.

• Provide technical training and support internal enablement initiatives.

• Identify knowledge gaps and disseminate expertise within the team.

• Handle multiple complex support cases concurrently.

• Ensure adherence to support processes and procedures.

• Execute follow-the-sun handoffs and knowledge transfers.

• Enhance support workflows, tools, and procedures.

• Collaborate across Support, Engineering, Product, Customer Success, and Operations.

• Lead cross-functional initiatives that enhance business results and customer experience.

• Achieve or surpass support metrics such as customer satisfaction and response times.

⛳️ Requirements

• At least 5 years of progressive experience in Technical Support, Cloud Operations, Site Reliability Engineering, DevOps, or similar technical roles.

• Strong skills in troubleshooting and root cause analysis.

• Experience in supporting distributed systems, SaaS platforms, or cloud-native applications.

• Experience collaborating directly with engineering teams during escalations and defect investigations.

• Familiarity with enterprise CRM and ticketing systems, including Salesforce and Freshdesk.

• An eagerness to develop in the role and the potential for career advancement.

• Outstanding verbal and written communication skills in English.

• Ability to manage multiple priorities in a fast-paced environment.

• Preferred: Expert-level experience with AWS, Azure, or Google Cloud Platform.

• Preferred: Knowledge of Kubernetes and container technologies.

• Preferred: Experience with infrastructure automation and CI/CD concepts.

• Preferred: Background in networking, security, and systems administration.

• Preferred: Experience in FinOps, cloud cost optimization, or cloud operations.

• Preferred: Experience supporting Spot Ocean, Elastigroup, or similar cloud infrastructure platforms.

• Preferred: Relevant industry certifications (AWS, Azure, GCP, Kubernetes, FinOps).

🏝️ Benefits

• Flexible remote work options.

• Commitment to equal opportunity employment.

• Accommodations available for candidates with disabilities.