In this role, you will serve as a key technical resource for our enterprise customers, diagnosing and resolving complex issues related to cloud infrastructure, networking, and security
You’ll collaborate with cross-functional teams to ensure seamless customer experiences, leveraging your expertise in Linux, containerization, and cloud technologies
Provide advanced technical support to enterprise customers via phone, email, chat, and remote sessions, troubleshooting issues across cloud, networking, and infrastructure domains
Diagnose and resolve customer-reported problems, performing root cause analysis to prevent recurrence and ensure high availability of services
Collaborate with engineering, product, and sales teams to escalate and resolve intricate technical challenges, while documenting solutions for knowledge sharing
Assist in the deployment and optimization of customer environments, offering guidance on best practices for infrastructure as code (IaC) and containerized applications
Monitor and respond to support tickets in a timely manner, maintaining SLAs and contributing to continuous improvement of support processes
Mentor junior team members and contribute to internal training resources, fostering a culture of knowledge transfer and technical excellence
Stay abreast of emerging technologies and industry trends to enhance support capabilities and customer satisfaction
Benefits
Growth Opportunities: Be part of a dynamic and growing team with numerous career advancement opportunities
Innovation-Driven Culture: Work in a collaborative environment that encourages creativity and out-of-the-box thinking
Inclusive and Diverse Team: We value diversity and promote an inclusive culture where everyone can thrive
Flexible Work Environment: Enjoy the convenience and work-life balance that comes with remote work
Preferred experience
5+ years of relevant industry experience in technical support, systems administration, or cloud operations, ideally in an enterprise-level environment (e.g., supporting large-scale deployments for Fortune 500 clients)
This position requires a proactive self-learner who thrives in fast-paced enterprise environments and can handle escalated support tickets with minimal supervision
Experience equivalent to a junior cloud administrator role in an enterprise setting, managing multi-tenant environments, resource allocation, and compliance requirements
Solid understanding of cloud platforms (e.g., AWS, Azure, or GCP) and Infrastructure as Code (IaC) tools like Terraform, Ansible, or CloudFormation, with experience provisioning and managing cloud resources
We are seeking a motivated Mid to Senior Level Enterprise Technical Support Engineer with 5+ years of hands-on industry experience to join our high-performing support team
Hands-on experience with Docker and containerization technologies, such as building, deploying, and managing containerized applications in orchestrated environments (e.g., Kubernetes or similar)
Background in cybersecurity, including knowledge of threat detection, vulnerability management, encryption standards, and compliance frameworks (e.g., SOC 2, GDPR)
Familiarity with identity management systems, including Role-Based Access Control (RBAC), Single Sign-On (SSO) protocols (e.g., OAuth, SAML), and directory services (e.g., Active Directory, LDAP)
Basic understanding of database concepts, including relational and schemaless databases (e.g., SQL vs. NoSQL), schema design, querying, and basic administration tasks
Strong proficiency in Linux administration, including server configuration, performance tuning, security hardening, and troubleshooting in production environments
Basic scripting skills in languages such as Bash, Python, or PowerShell for automation of routine tasks, diagnostics, and simple workflow enhancements
Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field (or equivalent professional experience)
Demonstrated self-learning ability, evidenced by personal projects, home labs, certifications (e.g., AWS Certified Solutions Architect, Linux+, or equivalent), or contributions to open-source communities, with a track record of adapting to new technologies independently
In-depth knowledge of networking fundamentals, including TCP/IP, firewalls, VPNs, load balancers, and network troubleshooting tools (e.g., Wireshark, tcpdump)
Proven experience integrating and troubleshooting APIs, including RESTful services, authentication mechanisms, and API-driven automations in enterprise applications
Familiarity with observability tools like Datadog, including monitoring, logging, and alerting for distributed systems to enhance system reliability and performance
Basic experience with managed database services such as Amazon RDS, including setup, backups, scaling, and query optimization
Full-stack coding proficiency in languages like Python, JavaScript, or Go, with experience developing custom tools or scripts for support automation
