Remote job
Senior Technical Support Engineer
Job details
About this role
Role overview
You’ll help enterprise customers resolve complex technical problems involving containerized software images, taking each issue from initial investigation through resolution. The work combines hands-on troubleshooting, clear customer communication, and close coordination with engineering teams to improve both individual outcomes and support practices.
Responsibilities
- Triage, investigate, and manage customer issues involving software images and related tools. - Escalate product defects and technical challenges to engineering, and share relevant feedback with other teams. - Keep customers informed, communicate clearly with technical and nontechnical audiences, and manage cases against service expectations. - Document investigations and solutions, and contribute useful material to support knowledge resources. - Prioritize your case queue and guide issues proactively toward resolution. - Participate in an on-call rotation that includes after-hours, weekends, and holidays.
Requirements
- At least five years supporting enterprise customers. - At least three years working with Linux, Docker, and Kubernetes. - Practical familiarity with DevOps tools and practices, including CI/CD, GitHub, Helm, Terraform, and open-source software. - Strong written and verbal communication, with experience working across support, customer success, and engineering teams. - 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.
Nice to have
Experience with AWS EKS, security frameworks, software supply chain security, or vulnerability scanning is useful. Kubernetes certifications, startup experience, and a strong record of learning and sharing knowledge are also valued.
Benefits and work setup
The role is remote-first, with team meetups and a monthly stipend for coworking, phone, and internet costs. Listed benefits include health, vision, and dental coverage for employees and dependents, flexible time off, paid parental leave, and stock options. The stated base salary range is $120,000–$137,000 USD.