Support Engineer

Antithesis•Vienna, VA

42d•Onsite

About The Position

We’re on a mission to redefine how modern distributed systems are tested and released. Our platform is trusted by engineering teams who demand rock-solid reliability, scalable performance, and deep technical visibility. Our platform doesn’t just assure system correctness and reliability, it exists because developers need something better. If you’ve ever experienced the pain of a production outage, had a bad week on-call, or had a release delayed by weeks because of one killer bug – you’ll understand exactly why we’re doing what we do. If you're passionate about developer-first products, system resilience, and correctness, we’d love to talk. About the Role Our Support Engineers are the first escalation for customer support requests. They are experts of the Antithesis platform, and they have the skills to resolve requests that lack prescribed instructions in our external documentation or internal knowledge base. For requests that exceed their scope, they possess the technical expertise to route them to the correct internal teams. When not handling escalations, they ensure requests are acknowledged, qualified, triaged, and driven to resolution while keeping stakeholders informed.

Requirements

Experience in a technical support, help desk, or customer-facing technical operations role (or equivalent)
Proficiency in Linux environments, containerization/Docker, and bash/shell scripting
Working knowledge of a scripting language (e.g. Javascript, Python)
Strong written communication skills and comfort communicating with customers’ engineers
Eagerness to develop deep product expertise in an innovative and technically sophisticated platform
Willing to work on-site five days a week

Nice To Haves

Experience with software testing / quality assurance
Kubernetes
Querying data (via SQL, NoSQL, or other query engines)

Responsibilities

Handle customer support requests that lack prescribed instructions in our external documentation or internal knowledge base
Determine the proper escalation path for novel issues after performing diagnostics and troubleshooting
Use scripting languages to investigate customer issues
Own customer support requests end-to-end: first response, qualification, triage, escalation management, resolution tracking, and communication
Contribute to the continuous improvement of the knowledge base by identifying gaps and suggesting updates based on request patterns
Respond to automated system alerts, taking steps to raise stakeholder awareness and begin the resolution process
Communicate clearly and professionally with customers’ technical team members