Senior Technical Support Engineer
New
United States, Eastern or Central preferredFull-TimeSenior
Salary80,000 - 100,000 USD per year
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Job Details
- Experience
- 3+ years
- Required Skills
- DockerPythonBashKubernetesLinuxNetworking
Requirements
- 3+ years in a technical role: support engineering, systems/network administration, DevOps, or infrastructure operations.
- Proficiency scripting in Bash and Python.
- Strong systems administration fundamentals: networking (DNS, firewalls, VPN, TCP/IP), storage, process management, and log analysis.
- Experience with virtualization or container concepts (VMware, Docker, Kubernetes).
- Comfortable working in a CLI-driven environment.
- Demonstrated ability to manage a ticket queue or support workflow.
- Excellent written communication skills.
- Based in the US with availability during standard US business hours.
- Self-directed and comfortable working autonomously on a small team.
Responsibilities
- Own the Tier 1 ticket queue: manage incoming tickets routed from the support team and the AI-powered support agent.
- Ramp into Tier 2 support across Orka, Citrix, and bare metal.
- Write scripts and build tooling (Bash, Python) to automate repetitive diagnostics.
- Partner with existing support developers to maintain follow-the-sun coverage.
- Help shape the AI support agent's effectiveness by tuning responses.
- Collaborate with the Head of Support on process improvements and operational metrics.
- Contribute to internal documentation and customer-facing KB articles.
- Act as a voice of the customer, surfacing feature requests to engineering teams.
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