Platform Support Engineer

Role overview Own technical issues from first report through resolution for enterprise customers and internal users of a cloud platform. You’ll investigate problems across the application, Kubernetes environments, infrastructure, and customer setups, resolving what you can and coordinating clear, evidence-based escalations when needed. The support function is being established, so the role also helps define its practices.

Responsibilities - Triage requests, assess severity, investigate likely causes, and manage issues through closure. - Diagnose workloads and platform behavior using Kubernetes, Linux, containers, cloud services, logs, metrics, and alerts. - Escalate with a concise account of evidence, timeline, checks performed, and recommended next steps; follow incident response and review processes. - Make lasting environment changes through reviewed Git workflows, and document any urgent operational action. - Keep customers and colleagues informed, including coaching users through remote troubleshooting in restricted or air-gapped environments. - Create runbooks, identify recurring problems for product teams, and help prioritize work across SaaS, hosted, and air-gapped deployments.

Requirements - Clear communication with technical and non-technical stakeholders, including during incidents. - Sound troubleshooting, prioritization, and escalation judgment; able to stay composed and know when to seek help. - Practical Kubernetes investigation skills and strong Linux fundamentals. - Familiarity with GitOps principles, source control, reviewed changes, and environment promotion. - Understanding of cloud networking, compute, storage, and identity access, plus comfort reading operational signals. - Flexibility to collaborate across teams and adapt as a new support function evolves.

Nice to have - Experience with incident management, severity classification, and post-incident reviews. - Hands-on knowledge of Argo CD, Helm, Docker, YAML, or managed Kubernetes services such as EKS or AKS. - Experience supporting SaaS, VPC-hosted, or air-gapped environments and writing operational runbooks.

Benefits and work setup Hybrid work from a New York City office three days per week, with planned evening coverage and a weekend rota. Listed benefits include equity options, a 401(k) contribution, health insurance, paid leave, annual leave, a weekly team lunch, development support, a subsidized wellbeing program, and a flexible spending account.