Solutions Support Engineer - East

Solutions Support Engineer

Summary: As a Solutions Support Engineer, you will be a part of a global team responsible for providing outstanding technical support experience. In this role, you will troubleshoot technical problems for customers with a mix of debugging, networking, system administration, updating documentation, and, when needed, creating solutions for customers while scaling our support offering using coding and scripting.

Responsibilities

• Own, troubleshoot, and solve customer technical issues using collaboration, troubleshooting best practices, and transparency within and across teams
• Identify cases that require escalation (either technically or strategically)
• Create, maintain, and coordinate incident management requests to product or engineering
• Design and implement solutions that scale the support offering through automation
• Participate in on-call rotation for after-hours, holiday, and weekend support coverage

Requirements

• Must be comfortable working 9-6 EST
• 5+ years of hands-on, technical experience in customer support, technical support, system administration, or related customer-facing role
• 2+ years experience with Cloud technologies (Azure, AWS, GCP)
• 1+ years of hands-on experience designing, deploying, and managing production-grade Kubernetes clusters and custom applications
• Experience in reading or debugging code in one or more of the following: Java, Python, Shell, JavaScript, JSON
• Proficiency with command-line tools and Linux operating system environments

Benefits

• Compensation includes base salary + bonus + equity + benefits
• The US base pay range for this full-time position is $108,000—$148,500 USD
• Equal Opportunity Employer