Senior Technical Support Engineer

RapidFort, Inc.

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
Background may include: Technical Support / Escalation Engineering, Solutions Engineering (with strong post-sales exposure), Cloud / Platform Engineering with customer-facing responsibilities
Demonstrated experience supporting enterprise customers in production environments
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
U.S. citizenship is required
Candidates must be eligible to meet applicable security and background requirements

Nice To Haves

Scripting or automation experience (e.g., shell, Python, pipeline tooling) is a strong plus

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