Member of Engineering (Technical Support Engineer)

Poolside

20h•Remote

About The Position

Poolside is building a world where AI will be the engine behind economically valuable work and scientific progress. We believe the fastest way to reach AGI lies in accelerating software development itself, by reshaping the developer experience with agentic systems, coding assistants, and the frontier models that power them. We deploy these systems directly into the development environments of security-conscious enterprises. The Technical Support Engineer will be the first point of contact for customers experiencing technical issues with our product. They will troubleshoot, diagnose, and resolve technical problems, ranging from issues in our SaaS offer to air-gapped on-prem deployments. This role requires strong problem-solving skills, technical expertise, and the ability to reach conclusions with minimum information. The mission is to be obsessed with the quality of service Poolside provides and ensure customers are always up and running.

Requirements

Excellent written and verbal communication skills to engage with customers and to create and maintain comprehensive documentation for troubleshooting.
Strong knowledge of AWS (or equivalent), Kubernetes, Linux, and Networking.
Knowledge of monitoring and alerting tools (Grafana, Prometheus, Datadog).
Ability to work independently, prioritize tasks, and manage time effectively.
Experience with support ticketing systems (e.g., Zendesk, Freshdesk, Jira) and remote troubleshooting tools.

Nice To Haves

Previous experience in on-prem installations is a plus.

Responsibilities

Be customer-obsessed and bridge customers and engineers to identify and solve any issue blocking the customer.
Focus on creating the documentation, runbooks, and tools to help the support team scale efficiently.
Promote timely and professional technical support via support tickets and the occasional call.
Troubleshoot, diagnose, and resolve technical problems ranging from issues in our SaaS offer to air-gapped on-prem deployments.
Lead the troubleshooting and resolution of complex software and infrastructure issues, including API integrations, system configurations, and performance problems.
Escalate complex issues to engineering teams and work closely with developers to resolve customer concerns.
Maintain detailed records of support interactions in our ticketing system.