Remote job
Customer Support Engineer (Europe)
Job details
About this role
Role overview
Customer Support Engineer position based in Europe, embedded with the Product and Customer Success teams of a developer infrastructure platform. The role sits inside a small, agile group where individual contributions are highly visible and directly shape how the support function evolves. The work blends hands-on debugging, automation, and customer advocacy for fast-growing enterprise accounts.
Responsibilities
- Reproduce and debug customer-reported issues by building or reusing test environments and internal tooling - Communicate tactfully and empathetically with customers, gathering information, sharing diagnostic and resolution steps, and following up after closure - Resolve incoming technical support requests promptly, including high-severity production-down incidents, while participating in a periodic on-call rotation - Identify and surface product usage trends, bugs, and feature requests to engineering and product stakeholders - Coordinate with enterprise account managers to schedule and lead joint debugging sessions - Mentor new team members and contribute to product documentation, knowledge base articles, and best-practice guides
Requirements
- 3+ years in customer support engineering or a comparable customer-facing technical role, ideally supporting mission-critical software - 3+ years of experience supporting enterprise-sized customers - 2+ years diagnosing production network connectivity and performance issues - Hands-on experience with Terraform - Familiarity with major cloud platforms, distributed systems, microservices architecture, and containerization such as Kubernetes - Proficiency with a scripting language (e.g., Bash, Python, or Ruby), plus comfort using GitHub, REST APIs, and command-line tools - Strong analytical and troubleshooting skills, with the ability to read complex code, and prior startup environment experience
Nice to have
- Background in DevOps engineering, software engineering, or system administration - Software-defined networking experience (e.g., Tailscale) - Prior experience supporting engineering teams and their associated tooling