Senior 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. As a Senior Technical Support Engineer, you will serve as a key technical partner for enterprise customers, resolving complex issues across modern cloud-native and open source technologies. You will investigate challenging technical problems involving containers, Kubernetes, Linux, CI/CD, and infrastructure tooling while ensuring customers receive clear and timely support. The role combines hands-on troubleshooting with strong customer communication and cross-functional collaboration. You will work closely with Engineering and customer-facing teams to escalate bugs, influence product improvements, and help prevent recurring issues. You will also contribute to knowledge sharing by documenting solutions and strengthening technical resources. This is a remote-first role for a curious and experienced engineer who enjoys solving difficult problems, learning continuously, and making a meaningful customer impact. Accountabilities: - 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. Requirements - 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.