Technical Support Engineer

We are looking for a Technical Support Engineer to join a growing post-sales technical team. This role sits at the intersection of engineering, customer success, and solutions engineering, with a primary focus on post-deployment customer support, escalation management, and technical debugging. This is not a sales role and not a backend engineering role. It is a hands-on, customer-facing technical role responsible for ensuring successful customer adoption, stability, and ongoing value from our platform—particularly in Kubernetes-based and cloud-native environments. The ideal candidate is technically strong, customer-oriented, and comfortable debugging complex issues before escalating them to engineering with high-quality context.

The candidate will have responsibilities across the following functions:

Customer Escalation and Post-Sales Support:

• Act as a technical escalation point (Tier 2 / Tier 3) for enterprise customers post-sale.
• Own technical follow-ups for key customers.
• Regular cadence check-ins.
• Understanding customer roadmaps.
• Aligning internal delivery and issue resolution with customer priorities.
• Serve as the technical bridge between customers, customer success, and engineering.

Technical Debugging and Investigation:

• Kubernetes deployments.
• Cloud-native runtime environments.
• Platform tooling and curated images.
• Reproduce customer issues, collect logs/telemetry, isolate root causes, and document findings.
• Provide engineering with actionable, well-scoped problem statements, not raw tickets.
• Track issues through resolution and communicate timelines and updates back to customers.

Platform and Product Feedback:

• Identify recurring customer issues and usage patterns.
• Product enhancement requests.
• New use cases.
• Process improvements.
• Contribute to internal knowledge bases, runbooks, and escalation playbooks.

Cross-Functional Collaboration:

• Engineering (for root cause analysis and fixes).
• Solutions Engineering (to support post-sales handoff).
• Customer Success (to ensure customer health and retention).
• Occasionally support live customer calls when deep technical expertise is required.

Requirements:

• Strong Kubernetes fundamentals.
• Deployments in varied customer environments.
• Troubleshooting runtime and infrastructure issues.
• Understanding how Kubernetes interacts with cloud platforms.
• Experience debugging cloud-native platforms, not just deploying them.
• Ability to read logs, understand system behavior, and reason through distributed systems issues.
• Scripting or automation experience (e. g., shell, Python, pipeline tooling) is a strong plus.
• 3+ years of relevant experience, with flexibility for exceptional candidates.
• Technical Support / Escalation Engineering.
• Solutions Engineering (with strong post-sales exposure).
• Cloud / Platform Engineering with customer-facing responsibilities.
• Demonstrated experience supporting enterprise customers in production environments.
• Come from a deep technical background and moved closer to customers.
• Have extensive customer-facing technical experience supporting complex platforms.
• Strong communicator — able to explain technical issues clearly to customers.
• Comfortable owning problems end-to-end.
• Calm under pressure during customer escalations.
• Curious, adaptable, and quick to learn new products.
• Flexible mindset — the role will evolve as the platform and customer base grow.