Platform Support Engineer

PhysicsX • New York, NY

1d • Hybrid

About The Position

Platform Support Engineers are PhysicsX’s first technical responders for enterprise customers and internal users of the Platform. They own issues from intake through resolution, including triage, first-pass investigation, customer updates, and escalation to Product, SRE, FDSE, or Deployment Engineering when needed. The role is focused on creating a repeatable, technically capable support function rather than operating as a traditional service desk.

The engineer investigates issues across the product, platform, infrastructure, and customer environment; resolves issues where possible; and provides well-documented escalations when further support is required. They work within a structured incident process, use Kubernetes and related tools to diagnose problems, and follow GitOps practices for changes. The role also involves communicating with customers and internal stakeholders, writing runbooks, and feeding recurring issues back to product and platform teams.

The position works across SaaS, hosted/VPC, and air-gapped deployments. PhysicsX support is being established, so the engineer will help shape its tools and processes. The role is hybrid, based in the New York City office three days per week, and includes planned evening shifts and a weekend rota as coverage needs evolve.

Requirements

• Clear communication with non-technical stakeholders, including during live incidents and when providing remote guidance.
• Sound triage and escalation judgment, including distinguishing product defects from deployment/configuration issues and customer-side dependencies.
• Ability to assess when out-of-hours contact is justified and remain calm during incidents.
• Working familiarity with Kubernetes, including investigating pods that fail to start or repeatedly restart and knowing when to hand over.
• A GitOps mindset, with Git as the source of truth, PR-based changes, and environment promotion.
• Strong Linux and troubleshooting fundamentals.
• Cloud fundamentals covering networking, compute, storage, and IAM.
• Comfort reading logs, metrics, and alerts.
• Ability to work across teams and adapt to change in a fast-moving, newly established function.

Nice To Haves

• Experience with structured support or incident management, such as ITSM, severity classification, or post-incident reviews.
• Hands-on experience with Argo CD, Helm, Docker, or YAML troubleshooting.
• Deeper experience with EKS or AKS.
• Experience across SaaS, VPC, and air-gapped deployments.
• A habit of writing runbooks and improving playbooks.

Responsibilities

• Own incoming issues from intake through closure, resolving them when possible or coordinating escalation to Product, SRE, FDSE, or Deployment Engineering.
• Triage incoming issues, classify severity, and investigate across the product, platform, infrastructure, and customer environment.
• Document investigations and escalations with relevant logs, events, configuration, timeline, attempted steps, and recommended next actions.
• Work within a structured incident process, including response targets, clean handovers, and post-mortems.
• Investigate Kubernetes workloads, ingress, permissions, cluster health, events, and logs; identify likely sources of failures and know when to hand over.
• Use Linux, container, Helm, monitoring, and cloud fundamentals to determine whether an issue is in the application, cluster, or cloud layer.
• Time-box investigations and escalate promptly when progress stalls.
• Follow GitOps practices by making changes through reviewed pull requests or preparing changes for the owning team, and identify configuration drift.
• Take deliberate urgent actions to stabilize services when necessary, record them on the ticket, and capture lasting fixes in Git.
• Provide clear, plain-language updates to customers and internal stakeholders about known information, uncertainties, and next steps.
• Coach customer engineers through troubleshooting when direct access to their environment is unavailable, including air-gapped deployments.
• Prioritize competing issues transparently, including communicating what is deprioritized, why, and when it will be revisited.
• Write runbooks, document repeatable fixes, and share recurring issues with Product and Platform teams for root-cause resolution.
• Support SaaS, hosted/VPC, and air-gapped deployments, accounting for differences in release, scanning, promotion, and resolution timelines.
• Help shape the developing support function and its tools and processes.
• Participate in planned evening shifts and a weekend rota.

Benefits

• Equity options.
• 5% contribution to 401(k).
• Free team lunch once per week.
• Private health insurance.
• Enhanced parental leave: three months of full-pay paternity leave and six months of full-pay maternity leave.
• 20 days of annual leave plus public holidays.
• Dedicated personal development support.
• Subsidized Gympass/Wellhub membership for the employee and up to three family members.
• Flexible Spending Account (FSA).

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed