Technical Support Engineer

Shield•New York, NY

6d•$100,000 - $120,000•Onsite

About The Position

Shield is a global startup seeking an experienced Technical Support Engineer with strong application and infrastructure troubleshooting expertise to serve as the primary technical support resource for their US region customers. This role combines deep technical knowledge with a customer support focus, ensuring customers can successfully operate Shield reliably in production. The engineer will work closely with customers (on the business and IT side) and with various Shield teams to diagnose and resolve complex technical issues.

Requirements

2-4 years of experience in Technical Support (L1 and L2), DevOps Support, or Site Reliability Engineering – MUST.
Customer-facing technical support in SaaS or enterprise environments.
Strong knowledge of Kubernetes from a troubleshooting and operational perspective.
Hands-on experience with cloud infrastructure (AWS) and cloud-native technologies.
Solid understanding of Linux/Windows operating systems and system administration.
Expert-level troubleshooting and root cause analysis skills for complex application and infrastructure issues.
Strong knowledge of observability and monitoring tools (Prometheus, Grafana, and Groundcover).
Deep understanding of APIs, integrations, and data pipeline architectures (ETL, webhooks, message queues).
Strong troubleshooting, analytical, and problem-solving skills.
Superb written and verbal communication skills in English, with ability to explain technical concepts clearly.
Ability to multitask, prioritize effectively, and work both independently and as part of a team.
Ability to work flexibly across US time zones to support regional customers.
Willingness and availability to travel for initial onboarding and training, with occasional business travel thereafter.

Nice To Haves

Experience using AI Tools (Such as Cursor, Claude Code).
OpenSearch operations, and troubleshooting.
Familiarity with US financial compliance requirements and technical implications.
Experience using Zendesk, Jira, and Confluence for documentation and incident management.

Responsibilities

Provide expert technical support for Shield deployments across US time zones as part of the global support team.
Troubleshoot Application impacting issues covering different application and infrastructure dimensions.
Support customers with integration challenges and troubleshoot data flows between Shield and external systems.
Proactively monitor customer environments using Prometheus, Grafana, and other observability tools to identify potential issues.
Break down complex technical issues and escalate clearly to R&D with supporting data, logs, and analysis.
Document all customer interactions, solutions, and technical patterns in the ticketing system and knowledge base.
Collaborate with R&D, Product, and Operations teams to resolve customer issues and improve platform reliability.
Act as the regional technical escalation point for complex incidents and infrastructure issues.
Respond to customer technical support requests via ticketing system in a timely and professional manner.
Participate in a rotating on-call schedule.