Sr Support Engineer

Senior Support Engineer – 100% Remote

Join a tight-knit, fast-growing team on the leading edge of cloud infrastructure technology. As our second Senior Support Engineer, you'll help us build a scalable, customer-first support process, address customer issues as they come up via all of our support channels (email, Slack, and ZenDesk), and influence the direction of our product by tracking and communicating customer needs. We're looking for someone who is as passionate about our product and customers as we are—as one of our first 30 employees, you'll have the opportunity to shape the future of our support organization and technology. Backed by leading VCs and software executives and founded by ex-Google cloud engineers and PMs, we empower teams to efficiently operate Kubernetes at scale. Starting with our flagship product, we build tooling and intelligence to manage cost, performance, reliability and other infrastructure operability challenges. Our team is fully distributed, and we're dedicated to building a vibrant, remote-first company culture that focuses on kindness and collaboration while achieving outsized results. We recently raised our Series A—this is an amazing opportunity to join a startup with significant traction! This role provides a blend of customer-facing problem solving and engineering.

What You'll Be Doing:

• Work directly with customers on their implementation of our product to solve key architecture questions and challenges.
• Efficiently and proactively resolve ongoing technical issues for customers, using independent problem-solving skills to track down answers and employing unassailable judgment to escalate tickets where appropriate.
• Become a specialist in our product features and troubleshoot them through testing and collaboration with others.
• Identify areas of improvement for our support ecosystem (ex. documentation, guides, open source tools, etc) and write clear, user-friendly documentation to aid our customers.
• Take the lead on developing and improving our support processes and systems, laying the foundation for a world-class support organization.
• Champion the value and benefits of our product to customers and prospects.
• Work directly with the founding team and engineers to influence the product and its roadmap.
• Contribute code where you see an opportunity.

What You Should Have:

• Strong experience with Kubernetes and related terminology/concepts and other related technology products – with a desire to further develop Kubernetes mastery
• Experience with or understanding of the following: Prometheus, Thanos, Cortex, Grafana Racher/CoreOS/D2iQ, Docker
• Availability during our support hours (currently 9AM–6PM Pacific Time)

Nice to Have's (The Intangibles):

• Team player mindset that embraces the challenge of solving complex problems with technical and soft skills
• High degree of personal responsibility and responsiveness, with a proactive, flexible, and solution-oriented approach
• Demonstrate clarity of thought and the ability to independently navigate ambiguous situations and achieve results
• Outstanding written and verbal communication skills, professional and friendly demeanor, and comfort interacting with customers via email, Slack, phone and video