Senior Assigned Support Engineer – Designated / Premier Support
J
JobgetherEnterprise software
Based in IndiaFull-TimeSenior
SalaryEquity compensation; employee stock purchase plan, subject to eligibility.
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Job Details
- Required Skills
- BashKubernetesRubyCI/CDGitLab
Requirements
- Demonstrated experience managing complex customer support cases end to end, including triage, reproduction, escalation, stakeholder communication, and resolution.
- Strong analytical and diagnostic skills for investigating issues across applications, infrastructure, integrations, and distributed systems.
- Advanced Linux administration, system performance analysis, and low-level debugging expertise comparable to LFCE or RHCE certification-level proficiency.
- Practical experience with GitLab and continuous integration and continuous delivery workflows.
- Understanding of deployment architectures, service interruptions, and their impact on customer operations.
- Proficiency in scripting languages such as Bash or Ruby.
- Familiarity with model-view-controller frameworks; Ruby on Rails experience is an advantage.
- Familiarity with DevOps practices and technologies such as Kubernetes and serverless platforms, or transferable experience from related technical environments.
- Ability to produce clear, accurate, reusable technical documentation, including knowledge-base articles, runbooks, and troubleshooting guides.
- Strong written and verbal communication skills for explaining technical concepts to audiences with different levels of technical expertise.
- Ability to build productive customer relationships, prioritize work, and work independently while collaborating with a distributed team.
- Willingness to explore emerging technologies, share expertise, incorporate AI into daily workflows, and continuously improve.
Responsibilities
- Manage complex, high-priority customer cases from investigation and triage through root-cause analysis, escalation, and resolution.
- Analyze application behavior, system logs, performance metrics, and infrastructure using Linux utilities and debugging tools.
- Advise enterprise customers on technical challenges, operational risks, platform architecture, GitLab implementations, and CI/CD workflows.
- Coordinate defect resolution with product, development, infrastructure, customer success, and sales teams.
- Contribute customer needs and technical insights to feature development and product roadmap decisions.
- Create and maintain troubleshooting guides, runbooks, knowledge articles, and other technical documentation.
- Share knowledge with support engineers through pairing sessions and technical discussions.
- Participate in recruitment by reviewing applications and technical assessments and contributing to interviews.
- Use automation, scripting, and AI-powered tools to improve troubleshooting and support workflows.
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