Support Engineer
Provides hands-on, customer-facing technical support for complex SaaS and enterprise software issues across systems and integrations. The role requires 5+ years of technical support, systems engineering, or DevOps experience, plus expertise in cloud platforms, containers, APIs, data platforms, and incident response.
About the job
Responsibilities
- Triage, diagnose, and resolve complex customer issues spanning multiple systems or integrations, collaborating across Product, Engineering, and Customer Success.
- Lead and coordinate cross-functional incident response and assist with root cause analysis and postmortem reviews.
- Develop and maintain internal documentation, runbooks, and customer-facing knowledge base content.
- Analyze recurring issues and trends to identify and advocate for product or process improvements.
- Collaborate with Product and Engineering teams to represent customer feedback in roadmap and feature planning.
- Contribute to automation, observability, and knowledge-sharing initiatives that improve the efficiency and predictability of support delivery.
Requirements
- 5+ years of experience in technical support, systems engineering, or DevOps within SaaS or enterprise software environments.
- Knowledge of Linux systems, Docker, Kubernetes, and networking fundamentals.
- Experience working with APIs and service-based applications.
- Experience with AWS, Azure, or Google Cloud; AWS Cloud Practitioner certification or equivalent experience is beneficial.
- Experience with at least one data cloud platform: Snowflake, Databricks, Google BigQuery, Redshift, or Starburst/Trino.
- Experience with complex incident response and root cause analysis initiatives spanning multiple organizations.
- Strong analytical and problem-solving skills, with the ability to balance reactive resolution and proactive improvement.
- Excellent communication and collaboration skills, including the ability to translate technical findings for diverse audiences.
- Curious, adaptable, and customer-focused, with a passion for turning challenges into opportunities for learning and improvement.
- Collaborative approach to problem-solving and customer relationships.
- Alignment with company values including mission focus, humility, independence, helpfulness, and care.
Skills
Linux, Docker, Kubernetes, Networking, APIs, AWS, Azure, GCP, Snowflake, Databricks, Google Bigquery, Redshift, Starburst, Trino, Incident Response
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