Senior Technical Support Engineer

RAPIDFORT is seeking a Senior Technical Support Engineer to join their post-sales technical team. This role focuses on providing customer support, managing escalations, and debugging technical issues in Kubernetes and cloud-native environments.

Responsibilities:

• Act as a technical escalation point (Tier 2 / Tier 3) for enterprise customers post-sale
• Own technical follow-ups for key customers, including:
• Regular cadence check-ins
• Understanding customer roadmaps
• Aligning internal delivery and issue resolution with customer priorities
• Serve as the technical bridge between customers, customer success, and engineering
• Debug issues related to:
• Kubernetes deployments
• Cloud-native runtime environments
• Platform tooling and curated images
• Reproduce customer issues, collect logs/telemetry, isolate root causes, and document findings
• 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
• Process improvements
• Contribute to internal knowledge bases, runbooks, and escalation playbooks
• Work closely with:
• Engineering (for root cause analysis and fixes)
• Solutions Engineering (to support post-sales handoff)
• Customer Success (to ensure customer health and retention)
• Occasionally support live customer calls when deep technical expertise is required

Requirements:

• Strong Kubernetes fundamentals, including: Deployments in varied customer environments, Troubleshooting runtime and infrastructure issues, Understanding how Kubernetes interacts with cloud platforms
• Experience debugging cloud-native platforms, not just deploying them
• Ability to read logs, understand system behavior, and reason through distributed systems issues
• Scripting or automation experience (e.g., shell, Python, pipeline tooling) is a strong plus
• 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
• Strong communicator — able to explain technical issues clearly to customers
• Comfortable owning problems end-to-end
• Calm under pressure during customer escalations
• Curious, adaptable, and quick to learn new products
• Flexible mindset — role will evolve as the platform and customer base grow
• U.S. citizenship is required, and candidates must be eligible to meet applicable security and background requirements