Acting as a key link between our users and our engineering team, you'll help shape both customer experience and product direction through problem solving and collaboration. If youre passionate about solving complex technical problems, thrive on collaboration, and want to contribute to the future of platform engineering, we want to hear from you.
What youll do:
Act as a trusted advisor: Support \users as they integrate with technologies like Kubernetes, Terraform, and Cloud Platforms (AWS, GCP, Azure).
Resolve issues end-to-end: Triage, investigate, and resolve technical support tickets. Escalate when necessary while owning follow-through.
Collaborate cross-functionally: Work closely with R&D, Product, Sales Engineering, and Customer Success to deliver a seamless support experience.
Be the voice of the customer: Surface trends, bugs, and usability pain points to Engineering and Product teams.
Contribute to knowledge: Build and improve internal and external documentation, tutorials, and troubleshooting guides.
Continuous Learning: Stay up to date with the evolving DevOps ecosystem and continually deepen your knowledge of integrated tools and services.
5+ years in a Tier 3 technical support role, ideally in a SaaS or infrastructure-focused environment.
Cloud Platforms: Familiarity with AWS, GCP, or Azure, including foundational services like EC2, IAM, and networking.
Kubernetes: Solid understanding of container orchestration concepts and Kubernetes basics (pods, deployments, Helm charts, services, logs, troubleshooting).
Scripting and Configuration: Ability to read and understand code written in languages such as Bash, Java, or Python, and interpret structured formats like JSON and YAML.
Infrastructure as Code (IaC): Working knowledge of Terraform – understanding how infrastructure is defined, deployed, and managed.
API Familiarity: Comfortable using REST APIs via tools like Postman or curl for basic testing and debugging.
Monitoring & Logging: Exposure to observability tools such as Datadog, Dynatrace, New Relic, or similar (e.g., viewing logs, identifying performance issues).
Ticketing Systems: Hands-on experience with platforms like Zendesk, Freshdesk, or Jira Service Management.
Excellent communication skills in English, both written and verbal.
Provide on-call coverage: Participate in weekend on-call rotation (approximately once every 6 weeks) to ensure continuous customer support for critical issues.
