Senior Technical Support Engineer

• Design and develop complex solutions to drive technical product support requests
• Enhance the product customer experience by identifying, recreating, and tracking customers issues for faster and accurate resolutions
• Enhance product adoption by identifying, logging, and tracking product features and enhancements reported by customers
• Develop performance metrics and standards for technical products
• Contribute to the technical documentation of based product features, customer issue root cause analysis, and internal findings in Knowledge Base, Best Practices, Blogs, and White Papers
• Collaborate across organizations including engineering, sales, and product management teams during Proof of Concept (POC) on analyzing product demos for existing and prospective customers
• Work on product networking, cloud, virtualization, backup, and recovery
• Work on software solutions such as OpenShift, PKS, Rancher, Google GKE, AWS EKS, and VMware administration to develop guidelines for product software implantation
• Configure public cloud infrastructure including AWS, Azure, and Google Cloud and work on networking, cloud, virtualization, backup, and recovery concepts

Benefits

• Unlimited paid time off, plus 3 global VeeaMe Days for self-care
• Paid parental leave: 8 weeks for all parents, 16 weeks for birthing parents
• Medical, dental, and vision coverage from day one
• Fertility, adoption, and surrogacy support through Maven, plus paid volunteer time
• Mental health support, therapy sessions, and digital wellness tools via SupportLinc EAP
• 401(k) retirement plan with matching contributions up to annual limits
• AirVet: 24/7 virtual veterinary care at no cost
• Legal services, identity protection, and supplemental health insurance options
• Professional training and education, including courses and workshops, internal meetups, and unlimited access to our online learning platforms (LinkedIn Learning, Athena, O’Reilly) and mentoring through our MentorLab program
• Tax-advantaged spending accounts for healthcare, dependent care, and commuting- Bachelor’s degree or foreign equivalent in Computer Systems Engineering, Computer Science, Computer Engineering, or a related field
• 6 years of progressive experience as Systems Architect, Lead Engineer, or related occupation
• Must have at least 3 years of prior work experience in each of the following:
• Managing and optimizing software development life cycles and upgrading patterns to promote smooth transitions between releases with minimal downtime
• Using JIRA for issue tracking, project management, and coordinating tasks across technical and business teams, ensuring timely delivery and resolution of tasks and incidents driving resolution for customer issues
• Working on Kubernetes administration including cluster management, troubleshooting, and deploying containerized applications
• Supporting customer environment and product software implementation using at least two of the following software solutions: OpenShift, PKS, Rancher, Google GKE, AWS EKS, and/or VMware administration
• Configuring public cloud infrastructure including AWS, Azure, and Google Cloud
• Managing high-priority support cases by communicating with customers with production issues, and driving resolution for escalated issues to ensure satisfaction and service continuity
• Designing and developing guidelines and deploying technical solutions by leveraging experience with Kubernetes, Linux administration (Docker), cloud technologies, and scripting languages (Bash or Python) for automation
• Utilizing Customer Relationship Management platforms: Salesforce and ServiceNow for case management, workflow automation, and customer interaction tracking to enhance support efficiency