Remote Senior Support Engineer Job in United States Talent ACQ

Who you are

• Extensive experience with cloud platforms AWS and GCP.
• Strong Kubernetes expertise in managing and troubleshooting large-scale environments.
• Familiarity with CI/CD pipelines and DevOps best practices.
• Basic understanding of GraphQL technology and front-end frameworks like React and JavaScript.
• Ability to read and troubleshoot code in Rust, JavaScript, Java, and React.
• Experience with observability tools like Datadog for performance monitoring.
• 5+ years in technical support or system engineering roles.
• Experience in high-availability support environments including on-call schedules and PagerDuty or similar tools.
• Knowledge of ticketing systems like JSM or Zendesk and support workflows.
• Excellent communication skills to explain complex technical concepts to both technical and non-technical audiences.
• Strong problem-solving abilities with innovative solutions to complex customer issues.
• Customer-focused mindset with dedication to providing world-class support.

Desirables

• Hands-on experience with GraphQL framework.
• Familiarity with system engineering.
• Experience with SRE practices.
• Experience with distributed teams in international settings.

What the job involves

• Provide technical support by troubleshooting issues with Apollo’s GraphQL technology and cloud-based environments.
• Handle ticket management through JSM, ensuring timely responses and resolution.
• Collaborate with front-end developers and platform teams to troubleshoot client APIs and backend issues.
• Perform deep-dive troubleshooting of Kubernetes clusters, AWS, and GCP environments to resolve misconfigurations and performance bottlenecks.
• Participate in escalation processes, managing escalations to Engineering when necessary.
• Work with Professional Services to ensure seamless delivery of solutions.
• Assist in training and onboarding junior support engineers as the team scales.