Senior Technical Support Engineer

📋 Description

• Serve as a technical escalation resource (Tier 2 / Tier 3) for enterprise clients following a sale.

• Take ownership of technical follow-ups for key clients, which includes:

• Act as the technical liaison among customers, customer success teams, and engineering.

• Troubleshoot issues associated with Kubernetes deployments, cloud-native runtime environments, and platform tools.

• Provide the engineering team with actionable, well-defined problem statements rather than raw tickets.

• Monitor issues until resolved and communicate timelines and updates to customers.

• Recognize recurring customer challenges and usage trends.

• Convert insights into product enhancement requests, new use cases, and process improvements.

• Collaborate closely with Engineering, Solutions Engineering, and Customer Success teams.

• Occasionally assist with live customer calls when advanced technical expertise is needed.

⛳️ Requirements

• 4–10+ years of relevant experience, with some flexibility for outstanding candidates.

• Background may include:

• Technical Support / Escalation Engineering.

• Solutions Engineering (with significant post-sales experience).

• Cloud / Platform Engineering with customer-facing responsibilities.

• Proven experience supporting enterprise customers in production environments.

🏝️ Benefits

• Health insurance.

• 401(k) matching.

• Flexible work hours.

• Paid time off.

• Remote work options.