Technical Support Engineer - West

3+ years supporting enterprise customers. 3+ years of experience with Linux, Docker, and Kubernetes. Stellar written and verbal communication skills. Experience with CI/CD, GitHub, Helm Charts, and Terraform. Experience with AWS, Azure, or GCP (AWS EKS is a plus).

Triage, investigate, reproduce, and resolve complex customer issues. Escalate issues to the Engineering team when necessary. Communicate effectively with customers to ensure satisfaction and meet SLAs. Explain technical concepts to both technical and non-technical audiences. Create detailed documentation for new issues and contribute to the Knowledge Base. Prioritize workload and proactively guide issues to resolution. Provide feedback to Engineering and GTM teams on bugs and feature requests. Participate in an on-call rotation for after-hours support.