About The Company
Our client is a leading provider of advanced analytics and cloud solutions that empower businesses to make data-driven decisions with confidence. The companys products are used by enterprises worldwide to simplify workflows, enhance collaboration, and unlock the full potential of modern cloud infrastructure.We are a people-first organization that values innovation, technical excellence, and customer success. If you are passionate about solving complex technical challenges, thrive in a collaborative environment, and want to contribute to high-impact products, this role offers the opportunity to grow your skills and make a measurable difference.
About The Role
We are seeking a technically skilled Senior Support Engineer (Cloud) with deep expertise in Kubernetes, Docker, and RESTful APIs. In this role, you will serve as the technical backbone of the support organization helping customers resolve complex technical issues, ensuring product stability, and facilitating clear communication between customers, support teams, and developers.You will combine hands-on troubleshooting experience with strong communication and problem-solving abilities to deliver world-class customer support. This role also offers opportunities to contribute to product improvement, knowledge sharing, and process optimization.
Key Responsibilities
Customer Support & Issue Resolution :
- Classify, prioritize, analyze, troubleshoot, and resolve customer issues raised through ticketing systems, community forums, or direct communication channels.
- Deliver outstanding technical support for the Business Hub and Analytics Platform, ensuring a timely and efficient resolution of customer concerns.
- Conduct remote troubleshooting sessions or customer calls to diagnose and fix complex problems in real time.
- Occasionally create and maintain KNIME workflows to assist in issue resolution (training will be provided).
Technical Expertise & Troubleshooting
- Diagnose and resolve configuration, deployment, and integration issues in cloud environments (AWS, Azure, GCP).
- Support customers in deploying and managing containerized applications using Kubernetes and Docker.
- Work with RESTful APIs, reviewing API calls, analyzing request/response payloads, and troubleshooting integration errors.
- Support software applications built on Java, JavaScript, Python, and Go, including database connectivity issues involving SQL-based systems.
Collaboration & Escalation Management
- Collaborate closely with development teams to escalate complex issues, providing detailed technical context and reproduction steps.
- Share customer feedback and insights to improve product stability, performance, and usability.
- Partner with fellow support engineers to create internal knowledge base articles, standard operating procedures, and best practice documentation.
Continuous Improvement & Innovation
- Contribute to the continuous enhancement of support processes, workflows, and tools.
- Identify recurring issues and propose long-term preventive measures or automation opportunities.
- Stay current with emerging technologies, cloud trends, and product updates to maintain technical excellence.
Reliability & On-Call Responsibilities
- Participate in on-call rotations for critical customer issues and production escalations.
- Ensure smooth handover of open issues during shift transitions or between global support teams.
Requirements
Technical Skills :
- Proven experience administering and troubleshooting software solutions on Linux and/or Windows environments.
- Hands-on experience deploying and managing services on Kubernetes and Docker.
- Proficiency in troubleshooting RESTful APIs, including authentication, request/response validation, and performance optimization.
- Familiarity with Java, JavaScript, Python, Go, and SQL databases.
- Knowledge of cloud infrastructures such as AWS, Azure, or Google Cloud Platform (GCP).
- Experience with Identity and Access Management (IAM) tools and protocols like Keycloak, LDAP, SAML, OIDC, and OAuth.
- Strong understanding of software support lifecycle, ticket triaging, and escalation management in enterprise environments.
Soft Skills
- Excellent communication skills in English (both written and spoken).
- Strong analytical and problem-solving abilities with a methodical approach.
- Empathy, patience, and the ability to simplify technical topics for non-technical audiences.
- Proven ability to work independently and collaboratively in distributed or cross-functional teams.
- Customer-centric mindset with a focus on long-term satisfaction and relationship-building.
What We Offer
- Flexible working format remote, hybrid, or office-based
- Competitive salary and attractive compensation package
- Personalized career growth with structured learning paths
- Access to professional development tools including mentorship programs, tech talks, and specialized training
- Active internal tech communities and regular knowledge-sharing sessions
- Education reimbursement for certifications or external training programs
- Memorable milestone and anniversary recognitions
- Regular corporate events and team-building activities
- Other location-specific benefits
(ref:hirist.tech)
