Senior Technical Support Engineer - East

Role overview

Investigate and resolve complex technical issues customers encounter with containerized software images. You will own support cases from triage through resolution, keep customers informed, and work with engineering and customer-facing teams to identify product defects and improve support resources.

Responsibilities

- Triage, investigate, and manage enterprise customer issues involving software images and related container workflows. - Provide clear, timely case updates and explain technical findings to both technical and nontechnical audiences. - Escalate reproducible defects and complex investigations to engineering, and share feature requests with relevant teams. - Write case analyses and contribute useful knowledge base documentation. - Prioritize and progress a support queue while maintaining service-level commitments. - Participate in an on-call rotation covering evenings, weekends, and holidays.

Requirements

- At least five years supporting enterprise customers, with a calm, customer-focused communication style. - Three or more years of experience with Linux, Docker, and Kubernetes. - Working familiarity with DevOps tools and practices such as CI/CD, GitHub, Helm, Terraform, and open-source software. - Strong written and verbal communication, plus the ability to coordinate across engineering and customer success teams. - Experience with at least one major cloud platform: AWS, Azure, or Google Cloud. - Bachelor’s degree, preferably in a STEM field, or equivalent practical experience.

Nice to have

- AWS EKS experience, security frameworks, software supply-chain security, or vulnerability scanning. - CKA, CKAD, CKS, or KCSA certification; startup support experience is also valued.

Benefits and work setup

The role is remote-first, with team meetups and periodic destination gatherings. Benefits include a monthly stipend for coworking, phone, and internet costs; stock options; employer-paid health, vision, and dental premiums for employees and dependents; flexible time off; and paid parental leave.