Senior Engineering Support Engineer

Role overview Help protect the critical infrastructure systems that deliver water, power, and healthcare to communities worldwide. As a Senior Engineering Support Engineer on the team bridging customers and the engineering org, you will own Tier 3 escalations, drive root-cause investigations into a distributed application stack, and build the observability practices that keep the platform healthy.

Responsibilities - Lead escalation triage and incident response for complex, multi-component customer support cases, coordinating with infrastructure and product teams as diagnosis requires - Validate, reproduce, and document confirmed defects with clear reproduction steps and expected behavior - Build and maintain application observability through monitors, dashboards, and alerts tied to customer-facing SLOs and platform health - Own customer-facing communication through the lifecycle of escalated incidents with timely, accurate updates - Author and maintain troubleshooting guides, runbooks, and playbooks that Tier 1/2 support staff can act on independently - Identify recurring failure modes, surface trends to product teams, and collaborate on permanent fixes rather than workarounds - Participate in on-call rotation including occasional weekend coverage, triaging application-layer alerts within published SLOs

Requirements - 3+ years in technical support engineering, SRE, or a closely related customer-facing engineering role with ownership of complex issue resolution - Demonstrated experience troubleshooting complex distributed systems in production - Strong Linux fundamentals across processes, filesystem, networking, and diagnosing application behavior from first principles - Experience with containerized environments (Kubernetes and/or Docker) sufficient to investigate pod health and deployment state - Familiarity with observability platforms such as Datadog, building monitors, dashboards, and alerts - Experience supporting Elasticsearch, PostgreSQL, or similar databases in production - Strong written communication producing clear RCAs, runbooks, and postmortems for technical and customer audiences - Comfort working with AI tools and assistants as part of day-to-day engineering workflow

Nice to have - Experience supporting or securing software in a cybersecurity context - Familiarity with OT/ICS environments or industrial control systems - Experience with AWS (EKS, RDS, EC2) or comparable cloud infrastructure at the application layer - Background in customer success, customer engineering, or professional services

Benefits and work setup - Base salary of $130,000 USD - Competitive equity package and comprehensive benefits plan - Remote-first culture with a globally distributed mission-driven team