Senior Technical Support Engineer

New

JobgetherCloud-native software

Based in United States, Sunday through Thursday, 3:00 PM–11:00 PM Central TimeFull-TimeSenior

Salary$120,000–$137,000 USD annual base salary

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Job Details

Experience: 5+ years of experience supporting enterprise customers in a technical support or similarly customer-facing engineering environment; 3+ years of hands-on experience with Linux, Docker, and Kubernetes.
Required Skills: AWSDockerGCPKubernetesAzureCI/CDLinuxTerraformGitHubHelm

Have 5+ years of experience supporting enterprise customers in technical support or a similar customer-facing engineering environment.
Have 3+ years of hands-on experience with Linux, Docker, and Kubernetes.
Have a strong understanding of DevOps and cloud-native technologies, including CI/CD, GitHub, Helm Charts, Terraform, and open source software.
Have experience with at least one major cloud platform, such as AWS, Azure, or GCP.
Have strong written and verbal communication skills and the ability to explain technical issues to audiences with different levels of technical expertise.
Demonstrate cross-functional collaboration, troubleshooting, analytical, and problem-solving skills.
Have a bachelor's degree, preferably in a STEM discipline, or equivalent professional experience.
Be able to work Sunday through Thursday, 3:00 PM–11:00 PM Central Time.
Kubernetes certifications such as CKA, CKAD, CKS, or KCSA are preferred.
Experience with security frameworks, software supply chain security, or vulnerability scanning is a plus.
AWS EKS experience is a plus.

Triage, investigate, manage, and resolve complex customer issues involving containerized and cloud-native software.
Analyze technical problems across Linux, Docker, Kubernetes, GitHub, Helm Charts, Terraform, CI/CD, and related DevOps technologies.
Escalate complex or product-related issues to Engineering with relevant technical context and documentation.
Communicate proactively with customers throughout troubleshooting and resolution while meeting service-level expectations.
Explain technical concepts clearly to technical users and non-technical stakeholders.
Create issue documentation, troubleshooting guides, and knowledge-base content.
Prioritize and manage the assigned support queue, driving issues toward resolution.
Share recurring bugs, feature requests, product gaps, and customer insights with Engineering and go-to-market teams.
Collaborate with Engineering, Customer Success, and other teams to improve customer experience and support processes.
Participate in an on-call rotation providing after-hours, weekend, and holiday support.

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