Cloud Native Support Engineer

SUSE•Washington, NV

13h•$57,000 - $82,000

About The Position

This role ensures the resilience and optimal performance of enterprise container management platforms across multi-cloud and hybrid infrastructures. It primarily focuses on resolving complex technical challenges within Kubernetes-as-a-Service environments to maintain high availability and operational stability for customers. This role independently makes critical technical decisions to diagnose and resolve complex, high-impact incidents within production container environments. Decisions directly influence system uptime and customer satisfaction, often requiring rapid problem-solving under pressure. The incumbent regularly engages with enterprise customers to provide technical guidance and incident updates. Collaboration extends internally to product engineering teams, SRE specialists, and fellow support engineers to resolve deep-seated platform issues. This role directly impacts the operational continuity and reliability of mission-critical enterprise container platforms, with failures potentially incurring significant business costs and reputational damage. The scope encompasses complex multi cloud and hybrid infrastructure environments, ensuring systemic availability across a fleet of applications. A highly analytical and methodical working style is essential for deep technical problem-solving and root cause analysis. The role requires exceptional adaptability and resilience to navigate high-pressure situations and complex, evolving cloud-native technologies.

Requirements

Vocational: apprenticeship/certification completion. May be technical or non-technical. May include on- the-job training in addition to studies. In some locations, completion may be recognized by diploma. Advanced programs may be 2+ years. Associate degree: first attainable degree at the post-high school level. Typically 2 year completion beyond High School level (i.e., Associate of Arts, GCE 'A' level (Singapore), etc.) or equivalent experience. BA/BS or equivalent experience preferred.
1-2 years experience in relevant technologies and customer environments.
Relevant industry qualification where applicable.
Deep expertise in Kubernetes, including its architecture, operations, and troubleshooting within multi-cloud environments (EKS, AKS, GKE).
Proficiency with Infrastructure-as-Code tools such as Terraform and Ansible for automation and configuration management.
Strong analytical and diagnostic skills for complex system issues, coupled with experience in API-driven automation.
Solid understanding of cloud-native principles, distributed systems, and Site Reliability Engineering (SRE) practices.

Responsibilities

Delivers expert-level technical support and resolution for complex issues impacting enterprise container management platforms.
Manages incident response and root cause analysis for critical production outages in Kubernetes and related cloud-native environments.
Owns the end-to-end resolution process for escalated technical problems, ensuring timely communication and effective solutions for customers.
Drives proactive identification of systemic issues and contributes to the continuous improvement of platform reliability and support processes.
Designs and implements automation scripts and tools to enhance platform observability, resilience, and operational efficiency.