Staff Technical Support Engineer – Web App

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

📋 Description

• Act as the primary escalation point for enterprise clients, addressing critical and complex technical challenges in cloud, networking, and infrastructure areas.

• Conduct root cause analysis for systemic and recurring issues while collaborating with engineering and product teams to implement upstream solutions and enhance reliability.

• Lead cross-disciplinary projects alongside engineering, product, and sales teams.

• Set documentation standards and create scalable knowledge frameworks.

• Design and evaluate customer environment architectures, offering guidance on infrastructure as code, containerized applications, and cloud-native methodologies.

• Establish and refine support processes, SLA frameworks, and escalation pathways.

• Mentor and provide technical development for both senior and junior support team members.

• Identify and integrate emerging technologies, tools, and practices to elevate support effectiveness and improve customer results.

⛳️ Requirements

• A Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline, or equivalent professional experience.

• Over 8 years of relevant industry experience in technical support, systems administration, or cloud operations.

• Proven experience supporting large-scale, mission-critical deployments for enterprise B2B clients.

• Experience in leading support incident responses in high-availability settings.

• Extensive knowledge of modern web application architectures, including SPAs, server-rendered apps, APIs, and microservice-based platforms.

• Proficient in troubleshooting browser, client-side, authentication, and authorization issues in production environments.

• Familiarity with Docker, containerization, Kubernetes, or equivalent orchestration platforms, as well as cluster health and rollout strategies; CKA/CKAD is a plus.

• Advanced skills in Linux administration, performance optimization, and security hardening.

• Networking expertise, including TCP/IP, BGP, firewalls, VPNs, load balancers, Wireshark, and tcpdump.

• Practical experience in web application security, covering exploit classes, pentesting or AppSec testing, WAF and anti-bot measures, and complex access workflows.

• Experience with AWS, Azure, or GCP and Infrastructure as Code tools like Terraform, Ansible, or CloudFormation.

• Proficiency in querying and troubleshooting observability platforms such as Datadog and creating dashboards.

• Competence in Bash and Python scripting along with automation experience.

• Experience functioning within complex enterprise environments, including multi-tenant architectures and compliance with industry or government standards.

• Understanding of relational, NoSQL, and graph databases, with experience in production query development and administration.

• Certifications, technical writing, open-source contributions, or leadership in internal technical initiatives showcasing ongoing learning.

• Preferred: Cybersecurity experience encompassing threat detection and response, pentesting, vulnerability management, encryption standards, SOC 2, FedRAMP, or GDPR.

• Preferred: Proficiency in full-stack development using Python, JavaScript, or Go along with production-quality tools or integrations.

• Must possess legal authorization to work in the United States.

🏝️ Benefits

• Equity package in the form of stock options for all full-time positions.

• Comprehensive health, vision, and dental insurance for you and your family.

• Flexible vacation policy.

• Generous parental leave.

• Opportunities for career development.

• An inclusive and collaborative workplace culture.

• Up to 5% travel.