Act as a technical escalation point (Tier 2 / Tier 3) for enterprise customers post-sale
Own technical follow-ups for key customers, including:
Serve as the technical bridge between customers, customer success, and engineering
Debug issues related to Kubernetes deployments, cloud-native runtime environments, and platform tooling
Provide engineering with actionable, well-scoped problem statements, not raw tickets
Track issues through resolution and communicate timelines and updates back to customers
Identify recurring customer issues and usage patterns
Translate findings into product enhancement requests, new use cases, and process improvements
Work closely with Engineering, Solutions Engineering, and Customer Success
Occasionally support live customer calls when deep technical expertise is required

4–10+ years of relevant experience, with flexibility for exceptional candidates
Background may include:
Technical Support / Escalation Engineering
Solutions Engineering (with strong post-sales exposure)
Cloud / Platform Engineering with customer-facing responsibilities
Demonstrated experience supporting enterprise customers in production environments.

Senior Technical Support Engineer

Key skills