Senior Technical Support Engineer
About The Position
We are looking for a Senior Technical Support / Customer Escalation Engineer to join a growing post-sales technical team. This role sits at the intersection of engineering, customer success, and solutions engineering, with a primary focus on post-deployment customer support, escalation management, and technical debugging. This is not a sales role and not a backend engineering role. It is a hands-on, customer-facing technical role responsible for ensuring successful customer adoption, stability, and ongoing value from our platform—particularly in Kubernetes-based and cloud-native environments. The ideal candidate is technically strong, customer-oriented, and comfortable debugging complex issues before escalating them to engineering with high-quality context.
Requirements
- Strong Kubernetes fundamentals, including: Deployments in varied customer environments Troubleshooting runtime and infrastructure issues Understanding how Kubernetes interacts with cloud platforms Experience debugging cloud-native platforms, not just deploying them
- Ability to read logs, understand system behavior, and reason through distributed systems issues
- 4–10+ years of relevant experience, with flexibility for exceptional candidates
- Demonstrated experience supporting enterprise customers in production environments
- U.S. citizenship is required, and candidates must be eligible to meet applicable security and background requirements.
- Strong communicator — able to explain technical issues clearly to customers
- Comfortable owning problems end-to-end
- Calm under pressure during customer escalations
- Curious, adaptable, and quick to learn new products
- Flexible mindset — role will evolve as the platform and customer base grow
Nice To Haves
- Scripting or automation experience (e.g., shell, Python, pipeline tooling) is a strong plus
- Background may include: Technical Support / Escalation Engineering Solutions Engineering (with strong post-sales exposure) Cloud / Platform Engineering with customer-facing responsibilities
- We are open to candidates who either: Come from a deep technical background and moved closer to customers, or Have extensive customer-facing technical experience supporting complex platforms
Responsibilities
- Act as a technical escalation point (Tier 2 / Tier 3) for enterprise customers post-sale
- Own technical follow-ups for key customers, including: Regular cadence check-ins Understanding customer roadmaps Aligning internal delivery and issue resolution with customer priorities
- Serve as the technical bridge between customers, customer success, and engineering
- Debug issues related to: Kubernetes deployments Cloud-native runtime environments Platform tooling and curated images
- Reproduce customer issues, collect logs/telemetry, isolate root causes, and document findings
- Provide engineering with actionable, well-scoped problem statements, not raw tickets
- Track issues through resolution and communicate timelines and updates back to customers
- Identify recurring customer issues and usage patterns
- Translate findings into: Product enhancement requests New use cases Process improvements
- Contribute to internal knowledge bases, runbooks, and escalation playbooks
- Work closely with: Engineering (for root cause analysis and fixes) Solutions Engineering (to support post-sales handoff) Customer Success (to ensure customer health and retention)
- Occasionally support live customer calls when deep technical expertise is required
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
