# Support Engineer

**Company:** [Immuta](https://hotfix.jobs/companies/immuta)
**Location:** Remote
**Role:** Support Engineering
**Experience:** 5+ years
**Skills:** Linux, Docker, Kubernetes, Networking, APIs, AWS, Azure, GCP, Snowflake, Databricks, Google Bigquery, Redshift, Starburst, Trino, Incident Response
**Posted:** 2026-06-18

> 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.

## Job Description

## 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.

## Similar jobs

- [Customer Support Engineer](https://hotfix.jobs/jobs/bfab0fd9-d5d8-44f4-a3aa-b9fae7f70cf2) - PlanetScale - Remote
- [Technical Support Engineer](https://hotfix.jobs/jobs/a4e5f7f6-852e-4ce2-94d4-f6d9280a8791) - ConductorOne - Remote - $120k – $140k/yr
- [Joint Professional Services - Technical Support Engineer](https://hotfix.jobs/jobs/99fab0db-3a39-4c9a-b312-4196a2bbba49) - OPSWAT - Remote
- [Software Engineer, User Operations](https://hotfix.jobs/jobs/9adb5bd8-1815-4cfc-83a1-b9e513e3d7e1) - Cursor - Remote
- [Technical Escalations Engineer 2 - APJ](https://hotfix.jobs/jobs/4446e082-176e-4d6d-ad2f-bac8d9f38e18) - Datadog - Seoul, South Korea

**Apply:** https://hotfix.jobs/jobs/7c1b4db0-739b-4009-a9e5-4bbea7f0cea4
**Canonical:** https://hotfix.jobs/jobs/7c1b4db0-739b-4009-a9e5-4bbea7f0cea4