Senior Technical Support Engineer

Who you are

• We are seeking a motivated Mid to Senior Level Enterprise Technical Support Engineer with 5+ years of hands-on industry experience to join our high-performing support team
• This position requires a proactive self-learner who thrives in fast-paced enterprise environments and can handle escalated support tickets with minimal supervision
• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field (or equivalent professional experience)
• 5+ years of relevant industry experience in technical support, systems administration, or cloud operations, ideally in an enterprise-level environment (e.g., supporting large-scale deployments for Fortune 500 clients)
• Background in cybersecurity, including knowledge of threat detection, vulnerability management, encryption standards, and compliance frameworks (e.g., SOC 2, GDPR)
• Strong proficiency in Linux administration, including server configuration, performance tuning, security hardening, and troubleshooting in production environments
• Hands-on experience with Docker and containerization technologies, such as building, deploying, and managing containerized applications in orchestrated environments (e.g., Kubernetes or similar)
• Solid understanding of cloud platforms (e.g., AWS, Azure, or GCP) and Infrastructure as Code (IaC) tools like Terraform, Ansible, or CloudFormation, with experience provisioning and managing cloud resources
• In-depth knowledge of networking fundamentals, including TCP/IP, firewalls, VPNs, load balancers, and network troubleshooting tools (e.g., Wireshark, tcpdump)
• Basic scripting skills in languages such as Bash, Python, or PowerShell for automation of routine tasks, diagnostics, and simple workflow enhancements
• Demonstrated self-learning ability, evidenced by personal projects, home labs, certifications (e.g., AWS Certified Solutions Architect, Linux+, or equivalent), or contributions to open-source communities, with a track record of adapting to new technologies independently
• Experience equivalent to a junior cloud administrator role in an enterprise setting, managing multi-tenant environments, resource allocation, and compliance requirements
• Familiarity with identity management systems, including Role-Based Access Control (RBAC), Single Sign-On (SSO) protocols (e.g., OAuth, SAML), and directory services (e.g., Active Directory, LDAP)
• Basic understanding of database concepts, including relational and schemaless databases (e.g., SQL vs. NoSQL), schema design, querying, and basic administration tasks
• Proven experience integrating and troubleshooting APIs, including RESTful services, authentication mechanisms, and API-driven automations in enterprise applications
• Familiarity with observability tools like Datadog, including monitoring, logging, and alerting for distributed systems to enhance system reliability and performance
• Basic experience with managed database services such as Amazon RDS, including setup, backups, scaling, and query optimization
• Full-stack coding proficiency in languages like Python, JavaScript, or Go, with experience developing custom tools or scripts for support automation

What the job involves

• In this role, you will serve as a key technical resource for our enterprise customers, diagnosing and resolving complex issues related to cloud infrastructure, networking, and security
• You'll collaborate with cross-functional teams to ensure seamless customer experiences, leveraging your expertise in Linux, containerization, and cloud technologies
• Provide advanced technical support to enterprise customers via phone, email, chat, and remote sessions, troubleshooting issues across cloud, networking, and infrastructure domains
• Diagnose and resolve customer-reported problems, performing root cause analysis to prevent recurrence and ensure high availability of services
• Collaborate with engineering, product, and sales teams to escalate and resolve intricate technical challenges, while documenting solutions for knowledge sharing
• Assist in the deployment and optimization of customer environments, offering guidance on best practices for infrastructure as code (IaC) and containerized applications
• Monitor and respond to support tickets in a timely manner, maintaining SLAs and contributing to continuous improvement of support processes
• Mentor junior team members and contribute to internal training resources, fostering a culture of knowledge transfer and technical excellence
• Stay abreast of emerging technologies and industry trends to enhance support capabilities and customer satisfaction

Benefits

• Growth Opportunities: Be part of a dynamic and growing team with numerous career advancement opportunities
• Innovation-Driven Culture: Work in a collaborative environment that encourages creativity and out-of-the-box thinking
• Flexible Work Environment: Enjoy the convenience and work-life balance that comes with remote work
• Inclusive and Diverse Team: We value diversity and promote an inclusive culture where everyone can thrive