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ScaleOps · 4 months ago

Technical Support Engineer- USA

United States

Full-time

Remote

Mid Level

ScaleOps is a leader in real-time automated cloud resource management, revolutionizing how DevOps teams manage their cloud-native application infrastructures. As a Technical Support Engineer, you will be the first line of defense for resolving complex technical issues, ensuring customer-reported incidents are addressed within defined SLAs while collaborating with various teams to improve the platform.

Cloud ComputingDevOpsSoftware Engineering

Responsibilities

Serve as the primary point of contact for customer-reported technical problems related to installation, Helm configuration, permissions, and integrations

Monitor internal customer issue alerts 24/7 and respond promptly

Manage and own the ticketing system, ensuring timely updates and resolutions

Troubleshoot Kubernetes-related issues such as ingress, SSO, and other integrations

Escalate issues to the appropriate teams with clear documentation, logs, and context

Reproduce, investigate, and document bugs for R&D

Maintain and expand the support knowledge base

Identify and communicate recurring issues to drive product improvements

Qualification

Kubernetes troubleshootingCloud-native environmentsHelm configurationCloud networking conceptsSLA-driven mindsetProduction support experienceClear communicationDetail-oriented