RRemoteville

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Second Front Systems logoSecond Front Systems

Customer Support Engineer

Skills
Computer ScienceAnalytical SkillsCritical ThinkingCustomer ServiceCustomer SupportTechnical SupportTroubleshooting
Role

What the job involves

The main requirements, responsibilities and hiring steps.

Requirements

  • Minimum two years of experience in customer support engineering or technical role
  • Proven experience troubleshooting and resolving complex technical issues with AWS, Kubernetes, Docker, Helm, and GCP
  • Strong understanding of DevOps principles and practices, including automation, configuration management, and continuous integration/continuous delivery (CI/CD)
  • Excellent communication, interpersonal, and problem-solving skills
  • Experience working with AWS, Kubernetes, Docker, Helm, GCP and supporting SAAS applications with complex deployment models
  • Ability to work independently and as part of a team
  • Strong analytical and critical thinking skills
  • Proficiency in a variety of technical tools and software (e.g., ticketing systems, knowledge base platforms, collaboration tools)
  • A passion for technology and a desire to learn and grow

Nice to have

  • Bachelor’s Degree in Computer Science or related field
  • Ability to communicate, present, and influence credibility and effectively at all levels of the organization
  • Experience working in a startup environment, demonstrating skills in prioritizing tasks, wearing multiple hats, and working collaboratively in a cross-functional team
  • Ability to adopt, create, and iterate on changing procedures in near-real time
  • Knowledge of DevSecOps tools and practices
  • Ability to obtain DoD 8570 certification
  • Active Security Clearance (TS-SCI)

Day to day

  • Provide exceptional technical support to our customers through GitLab tickets
  • Troubleshoot customer issues with our products and services, leveraging your knowledge of DevOps principles and practices
  • Collaborate with internal teams (engineering, security, and product) to diagnose and resolve complex technical problems
  • Document technical solutions and processes to ensure knowledge sharing and continuous improvement
  • Identify and escalate critical issues to the appropriate teams in a timely manner
  • Proactively research and stay up-to-date on the latest industry trends and technologies
  • Contribute to the development and improvement of our customer support knowledge base
  • Maintain a positive and professional demeanor while providing excellent customer service

Hiring process

  • Visit our careers page to learn more.