Original listing text, shown exactly as published by the company.
What You’ll Do
We are seeking a motivated Mid to Senior Level Enterprise Technical Support Engineer with 5+ years of hands-on industry experience to join our high-performing support team. In this role, you will serve as a key technical resource for our enterprise customers, diagnosing and resolving complex issues related to cloud infrastructure, networking, and security. You'll collaborate with cross-functional teams to ensure seamless customer experiences, leveraging your expertise in Linux, containerization, and cloud technologies. This position requires a proactive self-learner who thrives in fast-paced enterprise environments and can handle escalated support tickets with minimal supervision.
Key Responsibilities
- Provide advanced technical support to enterprise customers via phone, email, chat, and remote sessions, troubleshooting issues across cloud, networking, and infrastructure domains.
- Diagnose and resolve customer-reported problems, performing root cause analysis to prevent recurrence and ensure high availability of services.
- Collaborate with engineering, product, and sales teams to escalate and resolve intricate technical challenges, while documenting solutions for knowledge sharing.
- Assist in the deployment and optimization of customer environments, offering guidance on best practices for infrastructure as code (IaC) and containerized applications.
- Monitor and respond to support tickets in a timely manner, maintaining SLAs and contributing to continuous improvement of support processes.
- Mentor junior team members and contribute to internal training resources, fostering a culture of knowledge transfer and technical excellence.
- Stay abreast of emerging technologies and industry trends to enhance support capabilities and customer satisfaction.
Required Qualifications
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field (or equivalent professional experience).
- 5+ years of relevant industry experience in technical support, systems administration, or cloud operations, ideally in an enterprise-level environment (e.g., supporting large-scale deployments for Fortune 500 clients).
- Strong proficiency in Linux administration, including server configuration, performance tuning, security hardening, and troubleshooting in production environments.
- Hands-on experience with Docker and containerization technologies, such as building, deploying, and managing containerized applications in orchestrated environments (e.g., Kubernetes or similar).
- Solid understanding of cloud platforms (e.g., AWS, Azure, or GCP) and Infrastructure as Code (IaC) tools like Terraform, Ansible, or CloudFormation, with experience provisioning and managing cloud resources.
- In-depth knowledge of networking fundamentals, including TCP/IP, firewalls, VPNs, load balancers, and network troubleshooting tools (e.g., Wireshark, tcpdump).
- Basic scripting skills in languages such as Bash, Python, or PowerShell for automation of routine tasks, diagnostics, and simple workflow enhancements.
- Demonstrated self-learning ability, evidenced by personal projects, home labs, certifications (e.g., AWS Certified Solutions Architect, Linux+, or equivalent), or contributions to open-source communities, with a track record of adapting to new technologies independently.
- Experience equivalent to a junior cloud administrator role in an enterprise setting, managing multi-tenant environments, resource allocation, and compliance requirements.
- Familiarity with identity management systems, including Role-Based Access Control (RBAC), Single Sign-On (SSO) protocols (e.g., OAuth, SAML), and directory services (e.g., Active Directory, LDAP).
- Basic understanding of database concepts, including relational and schemaless databases (e.g., SQL vs. NoSQL), schema design, querying, and basic administration tasks.
Preferred Qualifications
- Proven experience integrating and troubleshooting APIs, including RESTful services, authentication mechanisms, and API-driven automations in enterprise applications.
- Familiarity with observability tools like Datadog, including monitoring, logging, and alerting for distributed systems to enhance system reliability and performance.
- Basic experience with managed database services such as Amazon RDS, including setup, backups, scaling, and query optimization.
- Full-stack coding proficiency in languages like Python, JavaScript, or Go, with experience developing custom tools or scripts for support automation.
- Background in cybersecurity, including knowledge of threat detection, vulnerability management, encryption standards, and compliance frameworks (e.g., SOC 2, GDPR).
Travel Required
We are a fully remote company, and this job may require up to 5% of travel to be successful.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change at any time with or without notice.
Application Note
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