Opening For Senior/Technical Support Engineer (DevOps/CloudOps)

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.