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 upscale 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.
• 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.

Benefits

• $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.