Job Overview
We are seeking a skilled professional to fill the role of Senior Support Engineer. As a key member of our Global Support organization, you will have a direct impact on customer satisfaction and success.
Your primary responsibilities will include:
* Reproducing and debugging customer issues by using or building test environments and tools.
* Triage and tackling incoming support requests via our ticketing system within Service Level Agreements (SLA), including high-severity urgent cases.
* Responding to customer needs as and when they arise, including outside normal working hours if necessary to ensure necessary levels of service.
* Documenting and recording all activity and communication with customers in accordance with both internal and external security standards.
* Attending regular meetings to discuss issues pertinent to support.
* Collaborating with engineers, sales engineers, sales representatives, and technical account managers to schedule, coordinate, and lead debugging calls.
* Contributing to product documentation, customer knowledge base, and best practices guides.
* Continuously improving process and tools for normal, repetitive support tasks.
This is an opportunity to work with our suite of multi-cloud infrastructure automation products, which are used by leading enterprises worldwide. Our team is passionate about supporting real-world workflows spanning multiple cloud environments.
The ideal candidate will have at least 5 years of Support Engineering experience and a minimum of 6 years DevOps Engineering, Software Engineering, or System Administration experience. Experience with Consul or other service mesh is highly valued. Strong problem-solving, analytical, and troubleshooting skills are essential, along with excellent written and verbal communication skills.
Requirements
* At least 5 years of Support Engineering experience.
* A minimum of 6 years DevOps Engineering, Software Engineering, or System Administration experience.
* Experience with Consul or other service mesh is highly valued.
* Excellent problem-solving, analytical, and troubleshooting skills.
* Strong written and verbal communication skills.
* Bachelor's degree in Computer Science, IT or equivalent professional experience.
What We Offer
* A unique opportunity to work with cutting-edge technology.
* The chance to collaborate with a talented team of engineers and developers.
* Ongoing training and development opportunities.
* A comprehensive benefits package, including health insurance, retirement savings plan, and paid time off.
* The opportunity to work on challenging projects that make a real impact.