Platform Support Engineer

Responsibilities

• Own customer-facing support for hybrid and self-hosted deployments across AWS, Azure, and Google Cloud, from installation through steady-state operation.
• Debug Kubernetes workloads, Terraform state, networking and VPC configuration, IAM and permissions, TLS, and cloud-provider issues.
• Diagnose backend performance and reliability issues involving ingest throughput, query latency, databases, and object stores using logs, metrics, and traces.
• Lead incident response for customer-impacting issues, including triage, communication, and resolution.
• Submit fixes to backend services, Terraform modules, and deployment tooling.
• Build diagnostics, health checks, preflight validation, and self-service tooling.
• Write and maintain runbooks and deployment documentation.
• Feed recurring failure patterns back to Engineering and Product.
• Participate in an on-call rotation for critical customer issues.

Requirements

• Experience in a customer-facing technical role such as Support Engineering, SRE, DevOps, Solutions Architecture, or Infrastructure Engineering, or backend/infrastructure engineering experience with customer focus.
• Strong Kubernetes fundamentals, including deploying, debugging, and scaling workloads and interpreting pod events and logs.
• Hands-on Terraform experience and depth in at least one major cloud platform; AWS is strongly preferred.
• Comfort working in a backend codebase using Python, TypeScript, or Go.
• Fluency with observability tooling and data-driven troubleshooting.
• Clear, calm, direct communication under pressure.
• Strong ownership and ability to follow issues through to resolution.

Nice-to-haves

• Experience supporting self-hosted or on-premises enterprise software, especially in regulated environments.
• Multi-cloud experience, particularly Azure or Google Cloud alongside AWS.
• Database and data-infrastructure experience with PostgreSQL, ClickHouse, or similar analytical stores.
• Experience with observability, machine-learning infrastructure, or developer platforms.
• Familiarity with LLM APIs and production agent development and evaluation.
• Experience building support or diagnostic tooling that reduced ticket volume.

Compensation and Benefits

• Competitive salary and equity.
• Medical, dental, and vision insurance.
• Daily lunch, snacks, and beverages.
• Flexible time off.
• Wi-Fi and cellphone stipend.