Technical Support Engineer

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

📋 Description

• Act as the main point of contact for technical issues reported by customers related to installation, Helm configuration, permissions, and integrations.

• Monitor internal customer issue alerts around the clock and respond swiftly.

• Oversee and manage the ticketing system, ensuring timely updates and resolutions are provided.

• Troubleshoot issues related to Kubernetes, including ingress, SSO, and various integrations.

• Escalate matters to the relevant teams with comprehensive documentation, logs, and context.

• Reproduce, investigate, and document software bugs for the Research and Development (R&D) team.

• Maintain and enhance the support knowledge base.

• Identify and relay recurring issues to facilitate product enhancements.

• Work closely with R&D, Customer Success, and Product teams to refine the platform based on frequently encountered customer issues.

• Ensure that customer concerns are resolved within established Service Level Agreements (SLAs).

⛳️ Requirements

• Strong practical experience in troubleshooting Kubernetes (kubectl, Helm, networking).

• Knowledge of cloud-native environments, including EKS, GKE, AKS, IAM, and concepts related to cloud networking.

• Demonstrated capability to operate effectively under pressure while maintaining clear and concise communication.

• Detail-oriented with a strong focus on meeting SLAs.

• Previous experience in supporting technical platforms within production settings.

🏝️ Benefits

• Opportunity to work in a dynamic and collaborative environment.

• Access to continuous learning and professional development opportunities.

• Competitive compensation and comprehensive benefits package.