Job Description

Key Responsibilities: Technical Support: Provide top-notch technical support to our customers, assisting them with any product-related issues, inquiries, or challenges they may encounter. Problem Solving: Diagnose and troubleshoot technical issues, replicating them in local environments and collaborating closely with customers to identify root cause and provide effective solutions. Documentation: Create and maintain detailed documentation, including knowledge base articles and FAQs, to assist customers in resolving common issues independently. Software Expertise: Leverage your expertise in application programming to build and maintain third party integrations like Terraform, Github Actions, CircleCI etc. Customer Advocacy: Act as a customer advocate within the company, sharing customer feedback, feature requests, and insights with the product development team to improve our offerings. Working Hours Flexibility: Be prepared to work in shifts or on-call availability (over the weekends) to accommodate our global customer base across different time zones, including the AMER, APAC, and EMEA. Ability to manage and prioritise real-time customer issues. Ability to drive process improvements. Coordinate with cross-functional teams (Engineering, Product, Sales). Qualifications: Strong application programming experience, proficient in Java, Python, or JavaScript languages. Knowledge of software packaging and distribution concepts and tools. Excellent problem-solving and troubleshooting skills. An enthusiastic and effective communicator (using English): you should be able to appeal to and communicate with both technical and non-technical listeners alike. Ability to work independently and as part of a team. Willingness to work flexible shifts to support customers in different time zones. Understanding of SLAs, incident management, and escalation processes. Experience with ticketing systems (e.g., Zendesk, Jira, ServiceNow). Experience on Cloud Platforms. Good to Have Skills: Professional experience in building, testing, deploying, debugging, and maintaining complex systems in production environments; or equivalent experience in open-source ecosystems and projects Familiarity with UNIX-like systems (Linux/WSL/MacOS) Familiarity with Artifact and Package management, or the software supply chain. Familiarity with Cloud-based infrastructure, data structures & algorithms, storage systems, source control, and continuous integration Amazon Web Services (AWS) / AWS Certifications Significant contributions to open-source projects ReST, GraphQL, gRPC API Design Docker, OCI, ORAS, Kubernetes (k3s, k8s) Sigstore, Cosign, Keyless Signatures, Signature Attestation Grafeas, Kritis, Metadata Provenance Software Bill of Materials, Software Composition Analysis Serverless, Edge Computing, Distributed, Microservices Knowledge of Security Principles, Software Vulnerabilities and Zero Trust Models. L1 Screening Questions: Understanding of SLAs and Ticket Management Tools. Incident Management Tools. Team/Shift Management, Team Size.