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Mid LevelFull-timeJavaScriptPythonJavaRustKubernetesDocker
Salary Range
$102,000 - $138,000 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We’re on a mission to redefine how modern distributed systems are tested and released. Our platform is trusted by engineering teams who demand rock-solid reliability, scalable performance, and deep technical visibility. Our Support Engineers are the first escalation for customer support requests, ensuring they are acknowledged, qualified, triaged, and driven to resolution.
Key Responsibilities
- →Handle customer support requests that lack prescribed instructions in our external documentation or internal knowledge base
- →Determine the proper escalation path for novel issues after performing diagnostics and troubleshooting
- →Use scripting languages to investigate customer issues
- →Own customer support requests end-to-end: first response, qualification, triage, escalation management, resolution tracking, and communication
- →Contribute to the continuous improvement of the knowledge base by identifying gaps and suggesting updates based on request patterns
- →Respond to automated system alerts, taking steps to raise stakeholder awareness and begin the resolution process
- →Communicate clearly and professionally with customers’ technical team members
Requirements
- ✓Experience in a technical support, help desk, or customer-facing technical operations role (or equivalent)
- ✓Proficiency in Linux environments, containerization/Docker, and bash/shell scripting
- ✓Working knowledge of a scripting language (e.g. Javascript, Python)
- ✓Strong written communication skills and comfort communicating with customers’ engineers
- ✓Eagerness to develop deep product expertise in an innovative and technically sophisticated platform
- ✓Willing to work on-site five days a week
- ✓Bonus points:
- ✓Experience with software testing / quality assurance
- ✓Kubernetes
- ✓Querying data (via SQL, NoSQL, or other query engines)
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