Senior Technical Support Engineer

Job Title

Senior Technical Support Engineer
(Post-Sales | Kubernetes & Cloud Platforms)

Reporting to: Head of Customer Escalations

Role Overview

We are looking for a Senior Technical Support / Customer Escalation Engineer to join a growing post-sales technical team. This role sits at the intersection of engineering, customer success, and solutions engineering, with a primary focus on post-deployment customer support, escalation management, and technical debugging.

This is not a sales role and not a backend engineering role. It is a hands-on, customer-facing technical role responsible for ensuring successful customer adoption, stability, and ongoing value from our platform—particularly in Kubernetes-based and cloud-native environments.

The ideal candidate is technically strong, customer-oriented, and comfortable debugging complex issues before escalating them to engineering with high-quality context.

Key Responsibilities

Customer Escalation & Post-Sales Support

• Act as a technical escalation point (Tier 2 / Tier 3) for enterprise customers post-sale

• Own technical follow-ups for key customers, including:

  • Regular cadence check-ins

  • Understanding customer roadmaps

  • Aligning internal delivery and issue resolution with customer priorities

• Serve as the technical bridge between customers, customer success, and engineering

Technical Debugging & Investigation

• Debug issues related to:

  • Kubernetes deployments

  • Cloud-native runtime environments

  • Platform tooling and curated images

• Reproduce customer issues, collect logs/telemetry, isolate root causes, and document findings

• Provide engineering with actionable, well-scoped problem statements, not raw tickets

• Track issues through resolution and communicate timelines and updates back to customers

Platform & Product Feedback

• Identify recurring customer issues and usage patterns

• Translate findings into:

  • Product enhancement requests

  • New use cases

  • Process improvements

• Contribute to internal knowledge bases, runbooks, and escalation playbooks

Cross-Functional Collaboration

• Work closely with:

  • Engineering (for root cause analysis and fixes)

  • Solutions Engineering (to support post-sales handoff)

  • Customer Success (to ensure customer health and retention)

• Occasionally support live customer calls when deep technical expertise is required

Required Technical Skills

• Strong Kubernetes fundamentals, including:

  • Deployments in varied customer environments

  • Troubleshooting runtime and infrastructure issues

  • Understanding how Kubernetes interacts with cloud platforms

• Experience debugging cloud-native platforms, not just deploying them

• Ability to read logs, understand system behavior, and reason through distributed systems issues

• Scripting or automation experience (e.g., shell, Python, pipeline tooling) is a strong plus

Note: This role does not involve designing Kubernetes architectures from scratch—focus is on debugging, investigation, and operational problem-solving.

Required Experience

• 4–10+ years of relevant experience, with flexibility for exceptional candidates

• Background may include:

  • Technical Support / Escalation Engineering

  • Solutions Engineering (with strong post-sales exposure)

  • Cloud / Platform Engineering with customer-facing responsibilities

• Demonstrated experience supporting enterprise customers in production environments

We are open to candidates who either:

• Come from a deep technical background and moved closer to customers, or

• Have extensive customer-facing technical experience supporting complex platforms

Soft Skills & Traits

• Strong communicator — able to explain technical issues clearly to customers

• Comfortable owning problems end-to-end

• Calm under pressure during customer escalations

• Curious, adaptable, and quick to learn new products

• Flexible mindset — role will evolve as the platform and customer base grow

Why This Role

• High visibility and impact on customer success

• Direct influence on product quality and roadmap

• Opportunity to work across engineering, product, and GTM teams

• Ideal for someone who enjoys solving real customer problems, not just writing tickets

Compensation & Eligibility
The base salary range for this role is $100,000–$150,000 USD, depending on experience and qualifications.

Due to the nature of this position and work with U.S. Government / DoD customers, U.S. citizenship is required, and candidates must be eligible to meet applicable security and background requirements.