Senior Technical Support Engineer

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

📋 Description

• Design and create intricate solutions to handle technical product support inquiries.

• Detect, replicate, and monitor customer issues to facilitate quicker and more precise resolutions.

• Record, log, and monitor product features and enhancements as reported by customers.

• Establish performance metrics and benchmarks for technical products.

• Contribute to technical documentation for the Knowledge Base, Best Practices, Blogs, and White Papers.

• Collaborate with engineering, sales, and product management teams during Proof of Concept evaluations and product demonstrations.

• Engage in product networking, cloud services, virtualization, backup, and recovery.

• Create guidelines for software implementation using OpenShift, PKS, Rancher, Google GKE, AWS EKS, and VMware administration.

• Configure public cloud infrastructures, including AWS, Azure, and Google Cloud.

• Oversee high-priority support cases and drive resolutions for escalated customer issues.

• Coordinate activities across technical and business teams utilizing JIRA.

• Oversee and enhance software development life cycles and upgrade methodologies.

⛳️ Requirements

• Bachelor’s degree or foreign equivalent in Computer Systems Engineering, Computer Science, Computer Engineering, or a related discipline.

• 6 years of progressive experience as a Systems Architect, Lead Engineer, or in a related role.

• Minimum of 3 years of prior experience in designing and developing guidelines and deploying technical solutions using Kubernetes, Linux administration (Docker), cloud technologies, and Bash or Python scripting.

• At least 3 years of experience supporting customer environments and implementing product software using at least two of OpenShift, PKS, Rancher, Google GKE, AWS EKS, or VMware administration.

• Minimum of 3 years of experience configuring public cloud infrastructures, including AWS, Azure, and Google Cloud.

• At least 3 years of experience with Kubernetes administration, including cluster management, troubleshooting, and deploying containerized applications.

• A minimum of 3 years of experience using Salesforce and ServiceNow for case management, workflow automation, and customer interaction tracking.

• At least 3 years of experience managing high-priority support cases and driving resolutions for escalated production issues.

• A minimum of 3 years of experience using JIRA for issue tracking, project management, and coordinating tasks across both technical and business teams.

• At least 3 years of experience managing and optimizing software development life cycles and upgrade practices.

🏝️ Benefits

• Telecommuting allowed.

• Equal opportunity employment.

• Confidential management of applicant information.