Senior Technical Support Engineer

Role overview

Investigate and resolve complex technical issues reported by enterprise customers using containerized software products. You will own cases through to resolution, keep customers informed, and work with engineering and customer-facing teams to identify bugs, improve documentation, and strengthen support practices. The position includes scheduled on-call coverage outside standard hours, including weekends and holidays.

Responsibilities

- Triage, investigate, manage, and resolve customer issues involving software images and container-based environments. - Maintain clear, timely customer communication and manage cases against service expectations. - Bring engineering partners into complex investigations and relay reproducible bugs and feature requests to relevant teams. - Explain technical findings in language that works for both technical and nontechnical audiences. - Document investigations and contribute useful troubleshooting guidance to a knowledge base. - Prioritize an independent support queue, guide cases toward resolution, and share expertise with colleagues.

Requirements

- Five or more years supporting enterprise customers with a calm, customer-focused approach. - At least three years working with Linux, Docker, and Kubernetes. - Practical familiarity with DevOps environments, including CI/CD, GitHub, Helm, Terraform, and open-source software. - Strong written and verbal communication and the ability to work across engineering and customer success functions. - Experience with at least one major cloud platform: AWS, Azure, or Google Cloud. - A bachelor’s degree, preferably in a STEM field, or equivalent practical experience. - Availability to participate in an after-hours, weekend, and holiday on-call rotation.

Nice to have

- AWS EKS experience; familiarity with security frameworks, software supply-chain security, or vulnerability scanning. - Kubernetes certifications such as CKA, CKAD, CKS, or KCSA, and experience in a startup environment.

Benefits and work setup

- Remote-first work, team meetups and twice-yearly destination summits, plus a monthly allowance for coworking, phone, and internet costs. - Stock options, fully covered health, vision, and dental premiums for employees and dependents, flexible time off, and paid parental leave.