Technical Support Engineer

Remote
May 6, 2025
Full Time
Application ends: August 6, 2025

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Job Description

Position Summary:

We are seeking a Technical Support Engineer with a strong background in troubleshooting complex software environments, including REST APIs, containerized applications (Docker, Kubernetes), and distributed systems. The ideal candidate has prior experience supporting SaaS or platform products used by enterprise customers and can provide Tier 2–3 support that goes beyond basic issue resolution.

This is not a helpdesk role. You will own escalations, dive into logs and source code, and interface directly with developers, DevOps engineers, and customer IT teams to isolate, reproduce, and resolve critical issues.

Key Responsibilities:

  • Handle complex support tickets escalated from Tier 1, including integration issues, performance degradation, and configuration errors.
  • Analyze application and system logs, API traffic, and database queries to isolate root causes.
  • Collaborate with Engineering to resolve bugs, identify workarounds, and improve diagnostic coverage.
  • Participate in on-call rotations for high-impact incidents (24/7 availability during assigned shifts).
  • Author technical documentation, including runbooks, knowledge base articles, and internal troubleshooting guides.
  • Reproduce customer environments using Docker, Helm, or Terraform for thorough issue replication.
  • Contribute feedback to improve product resilience, telemetry, and self-healing mechanisms.
  • Provide guidance to customer DevOps/IT teams during onboarding, configuration, and upgrades.

Minimum Qualifications:

  • 3–5 years of hands-on experience in a customer-facing technical support or infrastructure operations role.
  • Deep familiarity with Linux systems, including shell scripting and debugging tools (e.g., strace, tcpdump, journalctl).
  • Proficiency in analyzing logs, traces, and API requests using tools such as Postman, Wireshark, or ELK stack.
  • Solid understanding of Docker and Kubernetes: ability to inspect pod states, logs, resource limits, and network policies.
  • Experience with cloud infrastructure (AWS, GCP, or Azure) and CI/CD pipelines (e.g., Jenkins, GitLab CI).
  • Comfort reading and interpreting source code (preferably in Python, Go, or Node.js) for triaging issues.
  • Familiarity with authentication protocols (OAuth2, SAML, LDAP) and troubleshooting SSO configurations.
  • Exceptional communication skills — able to convey technical information clearly and concisely to technical and non-technical audiences.

Preferred Qualifications:

  • Experience supporting enterprise-scale customers in regulated industries (e.g., fintech, healthcare).
  • Previous use of ticketing systems like Jira Service Desk or Zendesk, with SLA tracking and escalation workflows.
  • Contributions to internal tooling for support diagnostics or health checks.
  • Certifications in Kubernetes (CKA/CKAD), AWS (Solutions Architect Associate), or similar.

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