Technical Support Engineer

Role overview Provide frontline technical support for a cloud infrastructure platform, investigating customer issues that require more than basic usage guidance. The role spans incident triage, Kubernetes troubleshooting, ticket ownership, and collaboration with product and engineering teams to resolve problems and improve the service.

Responsibilities - Respond to customer reports involving installation, Helm configuration, permissions, and integrations. - Monitor support alerts and manage incoming issues against defined response and resolution targets. - Troubleshoot Kubernetes environments, including ingress, single sign-on, and related integrations. - Escalate complex cases with clear notes, diagnostic logs, and relevant context. - Reproduce and document suspected product defects for engineering review. - Maintain support documentation and flag recurring problems for product improvement.

Requirements - Hands-on experience troubleshooting Kubernetes with tools such as `kubectl` and Helm, including networking issues. - Familiarity with managed cloud Kubernetes environments such as EKS, GKE, or AKS, along with IAM and cloud networking concepts. - Experience supporting technical platforms in production environments. - Ability to communicate clearly and concisely while handling time-sensitive issues. - Careful, organized approach to ticket ownership and service-level targets.