Support Engineer (AMER)

This role will lead technical initiatives focused on scalable systems, platform reliability, and meaningful business transformation. You will work across engineering, product, operations, and business stakeholders to translate complex requirements into practical technology solutions. The position offers the opportunity to influence architecture, execution quality, and the technology capabilities that enable long-term growth within a technology-driven environment.

Location: Remote - US based candidates only, no visa sponsorship available

Responsibilities

• Resolve technical issues for self-managed and the company.com customers
• Collaborate with cross-functional teams to enhance product features
• Draft and update support documentation based on user interactions
• Engage in pairing sessions with Support and the company team members
• Participate in scheduled on-call rotations for emergency customer support
• Review job applications and assist in the interview process

Qualifications

• 5-7 years in customer support with a focus on technical cases
• Strong Linux system administration expertise (LFCE/RHCE equivalent)
• Proficiency in scripting languages (Ruby or Bash) and MVC frameworks (Ruby on Rails)
• Experience with Git and CI/CD processes
• Skilled in creating technical documentation
• Ability to explain technical concepts clearly to varied audiences
• Familiarity with DevOps methodologies including Serverless and Kubernetes

Pay

$100,000 – $120,000 annually

Benefits

• Comprehensive health and well-being benefits
• Fully remote and asynchronous work environment
• Flexible paid time off policy
• Employee resource groups for diverse communities
• Equity compensation options with employee stock purchase plan
• Budget for personal growth and development
• Parental leave to support family needs
• Home office financial support