Technical Support Engineer
Provides hands-on technical support for customers operating a developer-centric platform, resolving architecture, performance, recovery, and security issues. The role also develops diagnostics and automation tools and partners with product, engineering, and customer success teams.
About the job
Responsibilities
- Resolve complex customer challenges involving architecture, performance, recovery, security, and best practices for operating the platform.
- Advocate for customers by representing their needs to product management and engineering teams.
- Develop internal tools for performance benchmarking, diagnostics, automation, and operational excellence.
- Collaborate with customer success, growth, and engineering to design scalable processes and dashboards.
Requirements
- Proficiency in one or more modern programming languages, such as Python, Go, Java, C++, or JavaScript/Node.js.
- Experience administering large-scale production environments, including hardware, operating systems, networks, firewalls, load balancers, and cloud platforms such as AWS, Azure, or Google Cloud.
- Excellent written and verbal communication skills.
- Strong customer-service orientation and desire to advocate for customer success.
- Strong diagnostic and real-time problem-solving abilities.
- Ability to rapidly learn new technical skills and adapt to emerging technologies.
- Strong teamwork skills and sound judgment about when to seek help or collaborate.
Nice to Have
- Experience with AI/ML or enterprise software, particularly B2B SaaS.
- Experience at startups or in high-growth environments building processes and tools from scratch.
- Familiarity with observability tools, automation frameworks, or CI/CD pipelines.
- Basic coding or scripting abilities beyond a primary language, such as writing integrations or automations.
Skills
Python, Go, Java, C++, JavaScript, Node.js, AWS, Azure, GCP, Operating Systems, Firewalls, Load Balancers, Observability, CI/CD
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