Technical Customer Support Engineer/ Site Reliability Engineer

Job Description

About the Role We are looking for a technically strong and customer-obsessed Technical Customer Support Engineer to join our growing team. You will be the first line of defense for our customers — resolving technical issues, guiding them through best practices, and ensuring a smooth, reliable experience with our platform. This role is ideal for someone who enjoys diving deep into technical challenges and thrives in a fast-paced, collaborative environment. Key Responsibilities Technical Support: Provide timely and professional support to customers via chat, email, and video calls. Troubleshooting: Diagnose and resolve infrastructure, deployment (Docker, Kubernetes), networking, API, authentication, and integration-related issues. Product Expertise: Become a product expert by deeply understanding our deployment architecture and various customer use cases. Issue Triage: Partner with engineering teams to escalate complex bugs or product limitations, ensuring accurate prioritization and timely resolutions. Documentation: Create and maintain detailed support documents, technical FAQs, internal knowledge bases, and customer-facing playbooks. Customer Enablement: Assist customers with onboarding, implementation guidance, and architectural best practices to ensure long-term success. Feedback Loop: Gather and relay actionable feedback from customer interactions to Product and Engineering teams. Monitoring & Observability: Utilize observability tools like Grafana and Prometheus to monitor platform performance and preemptively identify customer-impacting issues. Qualifications 3–5 years of experience in technical support, DevOps, or a related customer-facing engineering role. Hands-on experience with Docker , Kubernetes , cloud infrastructure (AWS/GCP/Azure), and REST APIs. Strong troubleshooting skills across different layers of the stack — from network to application. Excellent written and verbal communication skills, with a customer-first attitude. Experience working with observability tools (Grafana, Prometheus, etc.). Ability to work flexible shifts aligned with US and European time zones. Bonus: Experience using support ticketing tools (e.g., Zendesk, Freshdesk) and familiarity with CI/CD pipelines. Why Join Us? Work with cutting-edge cloud and SaaS technology. Be part of a high-impact team shaping customer success. Opportunities for career growth into technical account management, product support, or engineering roles. Competitive salary