Senior Support Engineer

Role overview Resolve complex technical issues escalated by customers of a cloud service, helping maintain reliable operations across infrastructure and machine learning workloads. This second-line support role combines deep troubleshooting, customer communication, and automation. It is remote within the United States and requires shift work, with rotational shifts or on-call support as needed.

Responsibilities - Investigate and resolve escalated issues involving Linux, networking, security, Kubernetes, and cloud environments. - Troubleshoot storage problems and apply knowledge of data storage concepts. - Diagnose issues with machine learning model deployment, performance, and pipeline integrations. - Write Python and Bash scripts to automate support tasks and improve workflows. - Keep customers informed with clear updates about investigation progress and resolutions. - Escalate unresolved incidents promptly and maintain documentation that supports troubleshooting and prevention.

Requirements - At least five years of technical support experience, including three or more years working hands-on in cloud environments. - Advanced Linux administration skills and intermediate networking and Kubernetes knowledge. - Working knowledge of at least one major cloud environment: AWS, Azure, or GCP. - Intermediate Python or Bash scripting skills. - Understanding of machine learning training, inference, and pipelines, as well as data storage concepts. - Strong troubleshooting, analytical, and customer communication skills. - Availability for rotational shifts or on-call support.

Nice to have - A bachelor’s degree in computer science, information technology, or a related field.

Benefits and work setup U.S.-based remote work. Listed benefits include employee and family medical, dental, and vision coverage; a 401(k) match; paid parental leave; monthly mobile and internet reimbursement; and company-paid disability and life insurance.