Act as a senior escalation point for complex technical issues requiring deep investigation and close collaboration with R&D
Own support cases from initial investigation through resolution, ensuring high customer satisfaction
Support deployment, configuration, and optimization of Oligo’s platform in complex, cloud-native and hybrid environments
Troubleshoot issues using logs, SQL queries, APIs, and system-level tools
Partner with Product and Engineering to identify recurring issues, serviceability gaps, and improvement opportunities
Lead or contribute to root cause analysis and proactive problem prevention
Create and maintain technical documentation, FAQs, troubleshooting guides, and internal knowledge articles
Participate in on-call rotation for after-hours, weekend, and holiday coverage as required
Help improve operational tooling, playbooks, and support workflows as the team scales

4+ years of experience in global technical support or a similar customer-facing technical role
Hands-on experience using SQL to query databases and troubleshoot production issues
Strong proficiency with Linux and command-line tools
Experience supporting cloud-native applications, including Kubernetes and Helm
Familiarity with REST APIs and/or GraphQL for troubleshooting integrations and product behavior
Strong written and verbal communication skills with a customer-first mindset
Experience writing technical documentation (FAQs, troubleshooting guides, how-tos)
Ability to manage multiple issues simultaneously in a fast-paced environment

Work with cutting-edge runtime security and observability technology
Influence product quality, support processes, and customer experience
Join a small, highly skilled, and collaborative global team with real ownership and impact

Senior Technical Support Engineer

Key skills