Senior Technical Support Engineer

Senior Technical Support Engineer

Join a global engineering team developing and supporting advanced cloud infrastructure solutions for enterprise customers. As a Senior Technical Support Engineer, you will provide high-level technical assistance, troubleshoot complex infrastructure issues, and help maintain reliable and secure cloud platforms. You will work across multiple product lines, collaborating with engineers and technical specialists in an international environment. Your expertise will play a key role in protecting customer operations, meeting service commitments, and resolving critical incidents. Beyond day-to-day support, you will contribute to technical improvements, knowledge sharing, and the development of other engineers. This fully remote opportunity offers exposure to modern, open-source cloud technologies and the chance to make a meaningful impact on enterprise infrastructure.

In this role, you will deliver advanced technical support for cloud infrastructure products and operator platforms, ensuring customer environments remain stable, secure, and operational. Your responsibilities will include:

• Provide L2/L3 technical support for cloud infrastructure products and operator suites.
• Investigate, troubleshoot, and resolve complex technical issues involving networking, Linux systems, and cloud environments.
• Perform in-depth log debugging and analysis to identify root causes and recommend effective solutions.
• Monitor and support customer KPIs and service-level agreements (SLAs).
• Execute software upgrades, maintenance activities, and security patching.
• Lead emergency recovery efforts and coordinate technical responses during service outages.
• Maintain and support customer laboratory environments.
• Document troubleshooting procedures, technical solutions, and best practices in the knowledge base.
• Mentor and train other engineers, contributing to technical knowledge sharing across the team.
• Collaborate with engineers and technical specialists across multiple product lines and international locations.

The ideal candidate combines strong technical troubleshooting capabilities with a customer-focused mindset and the ability to perform effectively in demanding support environments. You should bring:

• A Bachelor's degree in Computer Science, Engineering, or a related technical field.
• Previous experience in customer-facing technical support roles.
• Strong troubleshooting and problem-solving skills, particularly when handling complex technical issues.
• Solid L2/L3 networking knowledge, including network stacks, switching, routing, and firewalls.
• Practical experience working with Linux environments.
• Advanced written and verbal communication skills in English.
• The ability to manage and prioritize multiple customer issues in dynamic, high-pressure situations.
• Strong communication and collaboration skills when working with customers and distributed technical teams.
• U.S. citizenship is mandatory.

Additional experience that would be advantageous:

• Hands-on experience with Docker and Kubernetes.
• Familiarity with the ELK stack.
• Previous experience working with telecommunications providers.

Benefits include:

• Fully remote position based in the United States.
• Opportunity to work with cutting-edge cloud infrastructure technologies built on open-source platforms.
• Collaboration with international engineering and technical teams across the United States, Canada, China, Costa Rica, Romania, and other regions.
• Opportunities to innovate, share expertise, and contribute to complex technical projects.
• Professional growth opportunities within a global technical support organization.
• Possibility to mentor colleagues and strengthen technical leadership skills.
• An inclusive and respectful working environment that values diversity, equal opportunity, and individual contributions.