Technical Support Engineer- USA

About the role

As a Technical Support Engineer at ScaleOps, you will be the first line of defense for resolving complex technical issues that go beyond platform usage. You’ll be responsible for monitoring, triaging, and resolving customer-reported incidents, ensuring problems are addressed within defined SLAs. You will collaborate closely with R&D, Customer Success, and Product to help improve the platform based on recurring customer issues.

Responsibilities

• Serve as the primary point of contact for customer-reported technical problems related to installation, Helm configuration, permissions, and integrations.
• Maintain and own the ticketing system, ensuring timely updates and resolutions.
• Monitor internal customer issue alerts 24/7 and respond promptly.
• Troubleshoot Kubernetes-related issues such as ingress, SSO, and other integrations.
• Escalate issues to the appropriate teams with clear documentation, logs, and context.
• Reproduce, investigate, and document bugs for R&D.
• Maintain and expand the support knowledge base.
• Identify and communicate recurring issues to drive product improvements.

Requirements

• Strong, hands-on Kubernetes troubleshooting experience (kubectl, Helm, networking).
• Familiarity with cloud-native environments, including EKS, GKE, AKS, IAM, and cloud networking concepts.
• Prior experience supporting technical platforms in production environments.
• Proven ability to work under pressure while maintaining clear and concise communication.
• Detail-oriented and SLA-driven mindset.