Technical Support Engineer
This role helps customers resolve architecture, performance, recovery, and security challenges while advocating for their needs internally. It also develops diagnostics, benchmarking, automation, and operational tooling, requiring programming and large-scale production administration experience.
About the job
Responsibilities
- Solve 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.
- Develop internal tools for performance benchmarking, diagnostics, and automation.
- Create playbooks for deployment and operational excellence.
- Collaborate with customer success, growth, and engineering on 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.
- Strong written and verbal communication skills.
- Ability to diagnose and solve problems calmly and effectively in real time.
- Ability to learn new technical skills and adapt to emerging technologies.
- Strong teamwork skills and sound judgment about when to seek help or collaborate.
- Genuine commitment to helping people and advocating for customer success.
Nice-to-Haves
- Experience with AI/ML or enterprise software, especially 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.
- Coding or scripting experience beyond a primary language, such as building integrations or automations.
Skills
Python, Go, Java, C++, JavaScript, Node.js, AWS, Microsoft Azure, GCP, Operating Systems, Networking, Firewalls, Load Balancers, Observability, CI/CD
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