Technical Support Engineer

Accountabilities: Act as the first point of contact for enterprise customers, managing, investigating, troubleshooting, and resolving complex technical issues related to containerized software images. Take ownership of customer support requests, prioritize your queue effectively, and drive issues toward timely resolution while meeting established SLAs. Collaborate with Engineering teams to escalate complex incidents, identify product bugs, and contribute to effective technical solutions. Communicate clearly and proactively with customers, keeping them informed throughout the troubleshooting and resolution process. Translate complex technical concepts into accessible explanations for both technical and non-technical audiences. Document technical investigations, solutions, recurring issues, and troubleshooting procedures to strengthen internal knowledge bases and customer resources. Share customer feedback, product improvement suggestions, feature requests, and emerging technical challenges with Engineering and Go-to-Market teams. Work closely with Customer Success and other internal stakeholders to deliver a consistent, high-quality customer experience. Continuously develop your technical expertise, share knowledge with colleagues, and contribute to improving support practices. Participate in an on-call rotation covering after-hours, weekends, and holidays when required. Requirements: At least 3 years of experience providing technical support to enterprise customers, with a strong customer-focused and solution-oriented mindset. At least 2 years of hands-on experience with Linux, Docker, and Kubernetes. Strong written and verbal communication skills, with the ability to explain technical issues clearly and professionally. Experience working with DevOps technologies and practices, including CI/CD pipelines, GitHub, Helm Charts, Terraform, Linux, and open-source software. Familiarity with at least one major cloud platform: AWS, Microsoft Azure, or Google Cloud Platform (GCP). Experience with AWS EKS (Elastic Kubernetes Service) is a plus. Understanding of security frameworks, software supply chain security, or vulnerability scanning is an advantage. Kubernetes certifications such as CKA, CKAD, CKS, or KCSA are highly desirable. Previous experience in a startup or fast-paced technology environment is a plus. Strong analytical and troubleshooting abilities, intellectual curiosity, adaptability, and a proactive approach to problem-solving. Excellent collaboration skills and the ability to work effectively across Engineering, Customer Success, and other teams. A bachelor's degree, preferably in a STEM-related field, or equivalent practical experience. Ability to participate in an on-call support rotation. Benefits: Remote-first and flexible working environment: Work remotely, with opportunities to connect with colleagues through team meetups and twice-yearly destination summits. Monthly allowances: Receive a stipend to help cover coworking space, phone, and internet expenses. Equity opportunities: Stock options upon joining and following promotions, with opportunities to participate in secondary offerings and an extended 10-year exercise window. Comprehensive healthcare coverage: 100% of health, vision, and dental insurance premiums covered for employees and their dependents. Flexible paid time off: Take the time you need to rest, recharge, and maintain a healthy work-life balance. Paid parental leave: 18 weeks for birthing parents and 12 weeks for non-birthing parents, with the flexibility to use the leave throughout the child's first year.