Technical Support Engineer

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

📋 Description

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

• Continuously monitor internal alerts for customer issues and respond in a timely manner.

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

• Diagnose Kubernetes-related challenges, including ingress, SSO, and various integrations.

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

• Reproduce, investigate, and record bugs for Research and Development.

• Develop and enhance the support knowledge base.

• Recognize and report recurring issues to facilitate product enhancements.

• Monitor, prioritize, and resolve customer-reported incidents within established Service Level Agreements (SLAs).

• Collaborate with R&D, Customer Success, and Product teams to enhance the platform based on common customer concerns.

⛳️ Requirements

• Extensive hands-on experience troubleshooting Kubernetes, including expertise in kubectl, Helm, and networking.

• Knowledge of cloud-native ecosystems, such as EKS, GKE, AKS, IAM, and cloud networking principles.

• Demonstrated ability to perform under pressure while maintaining clear and concise communication.

• Detail-oriented with a focus on meeting Service Level Agreements (SLAs).

• Previous experience in supporting technical platforms in production settings.

🏝️ Benefits

• Opportunity to work in a dynamic and innovative environment.

• Professional development and growth opportunities.

• Collaborative culture with a focus on teamwork and shared success.