Senior Technical Support Engineer
New
D
DominoAI/Data Science
Remote United Kingdom, EMEA, AMER, APAC follow-the-sun model; EMEA weekend on-call rotationFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 3 to 5 years
- Required Skills
- AWSPythonGCPKubernetesJiraAzureLinuxMLOpsTechnical support
Requirements
- 3 to 5 years in enterprise technical support, solutions engineering, or a similar customer-facing technical role at a SaaS or data/AI platform company
- Hands-on Kubernetes: pod lifecycle, kubectl, RBAC, namespaces, persistent volumes, and cluster-level troubleshooting
- Strong Linux and command-line proficiency: log analysis, process management, file system navigation, and shell scripting
- Familiarity with Python-based ML workflows: Jupyter, package management, model training and serving
- Experience with cloud platforms (AWS, GCP, or Azure) and containerized application environments
- Methodical troubleshooter: you form a hypothesis, test it, and adapt when the logs disagree with your theory
- Clear written communicator: your case updates and KB articles don't require a follow-up to understand
- Comfortable managing multiple open, time-sensitive cases without losing the thread on any of them
- Works well asynchronously across time zones in a remote-first, globally distributed team
- Bachelor's degree in computer science, engineering, or a related technical field (or equivalent experience)
Responsibilities
- Own support cases for enterprise customers across all severity levels, from initial triage through resolution, with clear communication and accurate expectations throughout
- Diagnose and resolve Kubernetes and cloud infrastructure issues: pod failures, resource limits, persistent volumes, RBAC, ingress, and cluster-level diagnostics
- Troubleshoot ML platform problems including workspace and job failures, environment build errors, model deployment issues, and data connector failures
- File detailed, actionable bug reports and enhancement requests in Jira and act as the customer's advocate with Product and Engineering
- Write and review knowledge base articles, how-to guides, and troubleshooting docs, building the reference layer that helps customers and teammates solve problems faster
- Hand off cases cleanly in a follow-the-sun model across AMER, EMEA, and APAC, ensuring continuity for global enterprise accounts
- Run live troubleshooting sessions with customers via video call and participate in EMEA weekend on-call rotation per team schedule
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