Senior Support Engineer

Eon

9d • Hybrid

About The Position

As a Senior Support Engineer, you will join a global team dedicated to delivering exceptional technical support. You'll troubleshoot customer issues using logs, networking, system administration, and facilitate documentation updates. When needed, you'll create custom solutions and scale our support offerings through coding and scripting.

Requirements

• Must be comfortable working 9-6 EST
• 5+ years of hands-on, technical experience in customer support, technical support, system administration, or related customer-facing role
• 2+ years experience with Cloud technologies (Azure, AWS, GCP)
• Experience in reading or debugging code in one or more of the following: Go, Python, JavaScript
• Proficiency with command-line tools and Linux operating system environments
• Experience with DevOps technologies
• Familiar with REST APIs or GraphQL
• Knowledge of basic Web technologies (e.g., HTTP, HTML, DNS)
• Understanding of networking fundamentals (e.g., TCP/IP, Routing, VPNs, VLANs, Peering, Load Balancing)
• Understanding of relational databases
• Understanding of Cloud security constructs like IAM roles

Responsibilities

• Responsible for technical customer support experience within the Eon product
• Own, troubleshoot, and solve customer technical issues using collaboration, troubleshooting best practices, and transparency within and across teams
• Identify cases that require escalation (either technically or strategically)
• Create, maintain, and coordinate incident management requests to product or engineering
• Design and implement solutions that scale the support offering through automation
• Participate in on-call rotation for after-hours, holiday, and weekend support coverage

Benefits

• Equity Participation (RSUs!)
• 401K match
• Paid Parental Leave
• Generous benefits including medical, dental, and vision options available to you
• Vibrant office with meals, happy hours, employee events, and volunteer days
• Home office setup and culture events for remote employees

What This Job Offers

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