- 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, and 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
- Track issues through resolution and communicate timelines and updates back to customers
- Identify recurring customer issues and usage patterns and translate findings into product enhancement requests, new use cases, and process improvements
- Contribute to internal knowledge bases, runbooks, and escalation playbooks
- Work closely with Engineering, Solutions Engineering, and Customer Success
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