Platform Support Engineer

PhysicsX · New York, United States · 3 days ago

Information TechnologyFull-time

About the company

PhysicsX is the physics AI company for industrials, on a mission to accelerate hardware innovation by overhauling industrial engineering and manufacturing. The company builds a new simulation software stack to deliver deep physics AI enablement across the entire engineering lifecycle, partnering with leading organisations in aerospace & defence, automotive, semiconductors, materials, and energy & renewables. PhysicsX is headquartered in the United Kingdom, with offices in London, New York, and Singapore and an expanding presence in the Bay Area.

About the role

Platform Support Engineers are PhysicsX's first technical responders for enterprise customers and internal users of the Platform. You'll own the path from intake to resolution: triage, first-pass investigation, customer updates, and, where you can't fix it yourself, a high-quality escalation to Product, SRE, FDSE or Deployment Engineering. This isn't a service desk — you're building the repeatable front door into PhysicsX's deeper technical capability. This is a hybrid role working from the New York City office 3 days per week.

Responsibilities

Own every issue from intake to closure — investigate, fix where possible, and escalate with a root-cause diagnosis rather than a symptom.
Triage incoming issues, classify severity, and run first-pass investigation across product, platform, infrastructure, and customer environment to locate the problem.
Resolve issues directly when possible; when not, hand over with logs, events, config, timeline, attempted fixes, and a recommended next step.
Work within a structured incident process: response targets, clean handovers, and post-mortems.
Debug inside the platform: navigate Kubernetes (EKS, AKS, and others), inspect workloads, ingress, permissions, cluster health, events, and logs to determine what's failing and why.
Use Linux, container, and Helm knowledge; monitoring signals (logs, metrics, alerts, Prometheus-style); and cloud fundamentals (networking, compute, storage, IAM) to distinguish application, cluster, or cloud-layer issues.
Time-box investigations and escalate promptly when progress stalls.
Work the GitOps way: use the cluster to observe and Git to change. Fixes go through reviewed pull requests (or a ready-to-review change handed to the owning team) because live edits get reverted by reconciliation (e.g., Argo CD) or drift from Git.
Call out drift when observed. When urgent action is needed to stabilise (e.g., restarting a workload), take it deliberately, record it on the ticket, and capture the lasting fix in Git.
Communicate clearly with customers and internal stakeholders: plain-language updates on what's known, what isn't, and what happens next.
Coach customer engineers step-by-step when you can't access their environment (e.g., air-gapped deployments).
Maintain a defensible priority order across competing issues, explicitly stating what's deprioritised, why, and when it will be revisited.
Build the function: write runbooks, capture repeatable fixes, and feed recurring issues back to Product and Platform teams for source-level fixes.
Work across SaaS, hosted/VPC, and air-gapped deployments; understand how release, scanning, and promotion differ in each and what that means for resolution time.
Help shape evolving tooling (including ticketing) as PhysicsX support is being stood up.
Participate in planned evening shifts and a weekend rota as part of a globally distributed team; coverage pattern evolves with demand.

Requirements

Clear communication with non-technical stakeholders, including during live incidents and when guiding someone remotely.
Sound triage and escalation judgement: distinguishing PhysicsX defects from deployment/config issues and customer-side dependencies; knowing what justifies out-of-hours contact; staying calm when something is broken.
Working Kubernetes familiarity: investigating pods that won't start or keep restarting, and knowing when to hand over.
A GitOps mindset: Git as source of truth, PR-based change, environment promotion (Argo CD experience helps, but the mindset matters more than the tool).
Strong Linux and troubleshooting fundamentals.
Cloud fundamentals (networking, compute, storage, IAM) and comfort reading logs, metrics, and alerts.
Comfort working across teams and with change in a fast-moving, new function.

Qualifications

Experience with structured support or incident management (ITSM, severity classification, post-incident reviews).
Hands-on Argo CD, Helm, Docker, or YAML troubleshooting.
Deeper EKS/AKS experience.
Experience across SaaS, VPC, and air-gapped deployments.
A habit of writing runbooks and improving playbooks.

Skills

Current technology snapshot (not a requirement): Kubernetes, Argo CD, Docker, Helm, Prometheus-style monitoring, Linear for engineering work, Slack for coordination, and Zendesk for ticketing.

Benefits

Equity options — share meaningfully in the company you're helping to build.
5% contribution to 401(k) — build long-term security with a strong retirement plan.
Free team lunch 1x/week.
Private health insurance — comprehensive cover for you.
Enhanced parental leave — 3 months full pay paternity and 6 months full pay maternity leave.
20 days of Annual Leave (+ Public Holidays).
Personal development — dedicated support for learning, development, and leveling up over time.
Gympass / Wellhub (subsidized) — for you and up to 3 family members, supporting physical and mental wellbeing.
Flexible Spending Account (FSA) — set aside pre-tax dollars for eligible healthcare expenses.

Schedule

Hybrid role: 3 days per week in the New York City office. Planned evening shifts and a weekend rota as part of a globally distributed team; coverage pattern evolves with demand.