Senior Assigned Support Engineer (AMER)

Responsibilities

• Provide technical support to large enterprise customers to maintain system stability
• Troubleshoot critical support issues using various diagnostic tools and methods
• Build proactive relationships with customer stakeholders to prioritize technical concerns
• Collaborate with cross-functional teams to resolve bugs and influence product roadmap decisions
• Serve as a technical expert on platform and CI/CD impacts to customer workflows
• Create and enhance support content such as knowledge articles to improve team efficiency
• Participate in team growth efforts through hiring processes

Qualifications

• 5-7 years of experience managing complex, customer-facing support cases end-to-end
• Advanced troubleshooting abilities for multi-layered technical issues
• Strong Linux systems administration expertise, equivalent to LFCE or RHCE
• Experience with CI/CD practices, including deployment impacts
• Ability to create clear support documentation and troubleshooting guides
• Proficiency in scripting languages, particularly Ruby or Bash, and MVC frameworks like Ruby on Rails
• Effective communication skills with the ability to engage with diverse technical audiences

Benefits

• Comprehensive health and wellness benefits
• Flexible Paid Time Off policy
• Diversity and inclusion programs through Team Member Resource Groups
• Equity compensation alongside an Employee Stock Purchase Plan
• Support for professional growth through a Development Fund
• Parental leave to support work-life balance