Technical Support Engineer
P
PoolsideAI, Software Development
Remote (US)Full-TimeMiddle
Salary not disclosed
Apply NowOpens the employer's application page
Job Details
- Required Skills
- AWSKubernetesJiraGrafanaPrometheusLinuxZendeskDatadogNetworking
Requirements
- Lead the troubleshooting and resolution of complex software and infrastructure issues
- Experience with API integrations, system configurations, and performance problems
- Excellent written and verbal communication skills
- Ability to create and maintain comprehensive documentation for troubleshooting
- Escalate complex issues to engineering teams
- Work closely with developers to resolve customer concerns
- Maintain detailed records of support interactions in our ticketing system
- Strong knowledge of AWS (or equivalent)
- Strong knowledge of Kubernetes
- Strong knowledge of Linux
- Strong knowledge of 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)
- Experience with remote troubleshooting tools
- Previous experience in on-prem installations is a plus
Responsibilities
- Be the first point of contact for customers experiencing technical issues with our product
- Troubleshoot, diagnose, and resolve technical problems with SaaS and on-prem deployments
- Bridge customers and engineers to identify and solve issues
- Create documentation, runbooks, and tools to help the support team scale efficiently
- Promote timely and professional technical support via support tickets and occasional calls
- Ensure customers are always up and running
View Full Description & ApplyYou'll be redirected to the employer's site
