Senior Customer Support Engineer
New
Based in the United StatesFull-TimeSenior
Salary not disclosed
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Job Details
- Required Skills
- DockerPythonSQLGitKubernetesRESTful APIsLinuxNetworkingTroubleshooting
Requirements
- Experience in customer-facing technical roles such as Support Engineer, Solutions Engineer, Site Reliability Engineer, or similar positions in infrastructure or SaaS environments
- Strong knowledge of network infrastructure concepts (IPAM, DCIM, routing, and network automation workflows)
- Hands-on experience with Docker, Linux systems, shell scripting, and command-line troubleshooting
- Proficiency with Git-based workflows and API interactions (REST, JSON, SQL fundamentals)
- Experience working with Python and automation tooling in production or support contexts
- Ability to debug distributed systems and troubleshoot complex integrations across environments
- Strong communication skills with the ability to translate technical issues into clear, actionable guidance
- Customer-first mindset with experience managing expectations, escalations, and resolution timelines in SLA-driven environments
- Experience with observability tools, Kubernetes, or authentication protocols (OIDC, SSO) is a plus
Responsibilities
- Serve as the primary technical point of contact for customers, building deep understanding of their environments, workflows, and infrastructure needs, while guiding adoption of platform capabilities and best practices.
- Diagnose, troubleshoot, and resolve complex issues across deployments, including installation, configuration, integrations, upgrades, APIs, and underlying infrastructure components.
- Manage end-to-end post-sale technical support activities, including onboarding, system health monitoring, version upgrades, and ongoing operational stability.
- Collaborate with Customer Success, Product, Engineering, and TechOps teams to ensure alignment on customer needs, escalations, and solution delivery.
- Participate in architecture discussions, business reviews, and planning sessions to translate customer goals into scalable technical implementations.
- Identify recurring issues, document solutions, and create runbooks and knowledge resources to improve support efficiency and reduce repeat escalations.
- Provide structured feedback to product and engineering teams based on real-world customer usage patterns and technical findings.
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