Remote job
Senior Support Engineer
Job details
About this role
Role overview
A Senior Support Engineer position on a global support team for a cloud backup posture management platform. The role combines hands-on technical troubleshooting with automation and scripting work to make the support offering scale. Engineers dig into logs, networking, and system administration issues, partner with product and engineering on incident management, and help shape documentation as the product evolves.
Responsibilities
- Own and resolve customer technical issues using collaboration, structured troubleshooting, and clear cross-team communication - Identify cases that need escalation, whether technical or strategic, and route them appropriately - Create, maintain, and coordinate incident management requests handed off to product or engineering - Design and implement automation solutions that scale the support offering through code and scripting - Participate in an on-call rotation that covers after-hours, holiday, and weekend support
Requirements
- Comfort working a 9–6 PST schedule - 5+ years of hands-on technical experience in customer support, technical support, system administration, or a related customer-facing role - 2+ years of experience with cloud platforms such as Azure, AWS, or GCP - Ability to read or debug code in one or more of Go, Python, or JavaScript - Proficiency with command-line tools and Linux environments - Experience with DevOps technologies - Familiarity with REST APIs or GraphQL - Working knowledge of core web technologies such as HTTP, HTML, and DNS - Solid grasp of networking fundamentals including TCP/IP, routing, VPNs, VLANs, peering, and load balancing - Understanding of relational databases and cloud security constructs such as IAM roles
Benefits and work setup
- Equity participation through RSUs - 401(k) match - Paid parental leave - Medical, dental, and vision benefits - Office perks including meals, happy hours, and employee events, plus home office setup and remote-friendly culture events - Startup environment with room for professional growth