Senior Support Engineer
New
V
Validation CloudWeb3 Infrastructure
North Americas region, 9:00am - 5:00pm PST or ESTFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 6+ years
- Required Skills
- AWSBlockchainKubernetesTechnical supportDatadogDistributed Systems
Requirements
- 6+ years of experience in technical support roles with a customer-facing component.
- Strong troubleshooting and debugging skills in distributed systems and cloud-native environments.
- Experience with on-call tools like Opsgenie or Datadog On-call or similar alternatives.
- Working knowledge of monitoring tools like DataDog and incident management best practices.
- Strong written and verbal communication skills.
- Passion for delivering an outstanding customer experience.
Responsibilities
- Serve as a technical expert and point of contact for enterprise customers, helping resolve production issues and answering platform questions.
- Monitor production systems and infrastructure health, proactively identifying and resolving issues to maintain high availability.
- Collaborate with DevOps and Engineering teams to escalate and troubleshoot deep technical problems.
- Create and maintain customer-facing documentation and internal runbooks to streamline issue resolution.
- Create and expand internal monitoring dashboards.
- Participate in the on-call rotation and lead incident response when necessary.
- Partner with Product and Engineering teams to advocate for customer needs and prioritize fixes and improvements.
- Drive continuous improvements in support operations, tooling, and workflows.
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