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Senior Technical Support Engineer

Remote

Job Title

Senior Technical Support Engineer
(Post-Sales | Kubernetes & Cloud Platforms)

Reporting to: Head of Customer Escalations 

Role Overview

We are looking for a Senior Technical Support / Customer Escalation Engineer to join a growing post-sales technical team. This role sits at the intersection of engineering, customer success, and solutions engineering, with a primary focus on post-deployment customer support, escalation management, and technical debugging.

This is not a sales role and not a backend engineering role. It is a hands-on, customer-facing technical role responsible for ensuring successful customer adoption, stability, and ongoing value from our platform—particularly in Kubernetes-based and cloud-native environments.

The ideal candidate is technically strong, customer-oriented, and comfortable debugging complex issues before escalating them to engineering with high-quality context.

Key Responsibilities

Customer Escalation & Post-Sales Support

  • Act as a technical escalation point (Tier 2 / Tier 3) for enterprise customers post-sale

  • Own technical follow-ups for key customers, including:

    • Regular cadence check-ins

    • Understanding customer roadmaps

    • Aligning internal delivery and issue resolution with customer priorities

  • Serve as the technical bridge between customers, customer success, and engineering

Technical Debugging & Investigation

  • Debug issues related to:

    • Kubernetes deployments

    • Cloud-native runtime environments

    • Platform tooling and curated images

  • Reproduce customer issues, collect logs/telemetry, isolate root causes, and document findings

  • Provide engineering with actionable, well-scoped problem statements, not raw tickets

  • Track issues through resolution and communicate timelines and updates back to customers

Platform & Product Feedback

  • Identify recurring customer issues and usage patterns

  • Translate findings into:

    • Product enhancement requests

    • New use cases

    • Process improvements

  • Contribute to internal knowledge bases, runbooks, and escalation playbooks

Cross-Functional Collaboration

  • Work closely with:

    • Engineering (for root cause analysis and fixes)

    • Solutions Engineering (to support post-sales handoff)

    • Customer Success (to ensure customer health and retention)

  • Occasionally support live customer calls when deep technical expertise is required

Required Technical Skills

  • Strong Kubernetes fundamentals, including:

    • Deployments in varied customer environments

    • Troubleshooting runtime and infrastructure issues

    • Understanding how Kubernetes interacts with cloud platforms

  • Experience debugging cloud-native platforms, not just deploying them

  • Ability to read logs, understand system behavior, and reason through distributed systems issues

  • Scripting or automation experience (e.g., shell, Python, pipeline tooling) is a strong plus

Note: This role does not involve designing Kubernetes architectures from scratch—focus is on debugging, investigation, and operational problem-solving.

Required Experience

  • 4–10+ years of relevant experience, with flexibility for exceptional candidates

  • Background may include:

    • Technical Support / Escalation Engineering

    • Solutions Engineering (with strong post-sales exposure)

    • Cloud / Platform Engineering with customer-facing responsibilities

  • Demonstrated experience supporting enterprise customers in production environments

We are open to candidates who either:

  • Come from a deep technical background and moved closer to customers, or

  • Have extensive customer-facing technical experience supporting complex platforms

Soft Skills & Traits

  • Strong communicator — able to explain technical issues clearly to customers

  • Comfortable owning problems end-to-end

  • Calm under pressure during customer escalations

  • Curious, adaptable, and quick to learn new products

  • Flexible mindset — role will evolve as the platform and customer base grow

Why This Role

  • High visibility and impact on customer success

  • Direct influence on product quality and roadmap

  • Opportunity to work across engineering, product, and GTM teams

  • Ideal for someone who enjoys solving real customer problems, not just writing tickets

Compensation & Eligibility
The base salary range for this role is $100,000–$150,000 USD, depending on experience and qualifications.

Due to the nature of this position and work with U.S. Government / DoD customers, U.S. citizenship is required, and candidates must be eligible to meet applicable security and background requirements.

 

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