Support Engineer

About the role

Handle customer support requests that lack prescribed instructions in our external documentation or internal knowledge base
Determine the proper escalation path for novel issues after performing diagnostics and troubleshooting
Use scripting languages to investigate customer issues
Own customer support requests end-to-end: first response, qualification, triage, escalation management, resolution tracking, and communication
Contribute to the continuous improvement of the knowledge base by identifying gaps and suggesting updates based on request patterns
Respond to automated system alerts, taking steps to raise stakeholder awareness and begin the resolution process
Communicate clearly and professionally with customers’ technical team members

Requirements

Experience in a technical support, help desk, or customer-facing technical operations role (or equivalent)
Proficiency in Linux environments, containerization/Docker, and bash/shell scripting
Working knowledge of a scripting language (e.g. Javascript, Python)
Strong written communication skills and comfort communicating with customers’ engineers
Eagerness to develop deep product expertise in an innovative and technically sophisticated platform
Willing to work on-site five days a week

Qualifications

Bonus points: Experience with software testing / quality assurance
Kubernetes
Querying data (via SQL, NoSQL, or other query engines)

Benefits

Compensation Range: $75K - $100K