Staff Client Support Engineer

Role overview Serve as the senior escalation engineer for complex, high-impact issues affecting enterprise customers in production. You will investigate problems across the software stack, drive fixes and workarounds through to resolution, and strengthen the wider support organization through technical guidance and product feedback.

Responsibilities - Work with customer stakeholders to diagnose and resolve difficult production issues. - Reproduce problems by examining logs, metrics, configurations, and product code, then identify their underlying causes. - Provide tailored fixes, workarounds, and configuration advice based on customer environments. - Coordinate customer and internal teams to resolve issues involving multiple parties. - Partner with engineering and product colleagues to prioritize defects and improvements using customer impact and evidence. - Share technical knowledge through documentation, training, and mentoring, and contribute to sound system-wide design.

Requirements - At least seven years of IT experience, including two or more years in a customer-facing technical role; enterprise implementation experience is useful. - Strong, self-directed troubleshooting skills across complex software systems, including investigating issues from incomplete written or verbal reports. - Hands-on Linux administration, including shell scripting, package management, file transfer, network file systems, and directory or authentication services. - Experience deploying and operating Docker and Kubernetes applications, and familiarity with at least one major cloud platform. - Working knowledge of relational or document databases and proficiency in at least one programming language for diagnostic scripts or workarounds. - Clear written and verbal communication, independent judgment, and the ability to manage competing priorities.

Nice to have - A bachelor's degree in computer science, IT, or a related technical area; substantial relevant experience may substitute. A graduate degree is also a plus.

Benefits and work setup - The listed US base salary range is $120,000–$140,000. Additional variable compensation and equity incentives may be tied to individual and company performance.