Technical Support Engineer

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Technical Support Engineer based in United States.

• Act as a frontline technical support expert, triaging, investigating, managing, and resolving complex customer issues involving containerized and cloud-native software solutions.
• Analyze technical problems across Linux, Docker, Kubernetes, GitHub, Helm Charts, Terraform, CI/CD, and related DevOps technologies.
• Escalate complex or product-related issues to Engineering with the appropriate technical context and documentation.
• Maintain clear, proactive communication with customers throughout the troubleshooting and resolution process while meeting established service-level expectations.
• Translate complex technical concepts into clear explanations for both highly technical users and non-technical stakeholders.
• Create detailed issue documentation, troubleshooting guides, and useful knowledge-base content to improve future support outcomes.
• Independently prioritize and manage the assigned support queue, driving issues toward resolution and maintaining visibility for customers and internal teams.
• Communicate recurring bugs, feature requests, product gaps, and other customer insights to Engineering and go-to-market teams.
• Collaborate across Engineering, Customer Success, and other teams to improve the overall customer experience and support processes.
• Share technical knowledge with teammates and contribute to continuous learning across the support organization.
• Participate in an on-call rotation providing after-hours, weekend, and holiday support.

• 5+ years of experience supporting enterprise customers in a technical support or similarly customer-facing engineering environment.
• 3+ years of hands-on experience with Linux, Docker, and Kubernetes.
• Strong understanding of DevOps and cloud-native technologies, including CI/CD, GitHub, Helm Charts, Terraform, and open source software.
• Experience working with at least one major cloud platform, such as AWS, Azure, or GCP; AWS EKS experience is a plus.
• Excellent written and verbal communication skills, with the ability to explain technical issues clearly to audiences with different levels of technical expertise.
• Demonstrated ability to collaborate effectively across Engineering, Customer Success, and other cross-functional teams.
• Strong troubleshooting, analytical, and problem-solving skills with a calm and methodical approach to complex customer issues.
• Familiarity with security frameworks, software supply chain security, or vulnerability scanning is a plus.
• Kubernetes certifications such as CKA, CKAD, CKS, or KCSA are preferred.
• Experience in a startup or fast-paced technology environment is advantageous.
• Bachelor's degree, preferably in a STEM discipline, or equivalent professional experience.
• Curious, proactive mindset with a strong commitment to continuous learning and knowledge sharing.
• Ability to work Sunday through Thursday, 3:00 PM–11:00 PM Central Time.
• Ability to work in the United States without requiring employment sponsorship.

• $120,000–$137,000 USD annual base salary.
• Flexible, remote-first working environment.
• Team meetup opportunities and biannual destination summits.
• Monthly stipend to support coworking spaces, phone, and internet expenses.
• Stock options upon hire and promotion.
• Opportunities to participate in secondary equity offerings.
• Up to 10 years to exercise stock options.
• 100% company-paid health, vision, and dental insurance premiums for employees and dependents.
• Unlimited flexible time off designed to support rest and work-life balance.
• 18 weeks of paid parental leave for birthing parents and 12 weeks for non-birthing parents, with flexibility around when leave is used during the child’s first year.
• Remote-first culture focused on customer impact, collaboration, trust, and continuous learning.
• Opportunities to work with modern cloud-native, open source, and security technologies.