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Senior Technical Support Engineer
Skills
Cloud ComputingCustomer SupportEngineeringHTMLIT EscalationKubernetesNetwork Switches
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 6+ years in technical support solutions engineering or SRE roles in deeply technical B2B environments
- Expert troubleshooting across APIs SDKs distributed systems and cloud-native stacks
- Programming experience with Python
- Bonus TypeScript experience
- Hands-on knowledge of Kubernetes and Docker
- Comfort working with logs traces and metrics in Datadog
- Experience with 3rd-party integrations such as OpenTelemetry and LLM providers
- Experience supporting enterprise customers and collaborating with engineering on escalations
- Strong written communication and clarity
- High ownership and results orientation
Nice to have
- Clear communicator
- Customer obsessed
- Mentor
- Continuous improver
- Results oriented
Day to day
- Lead technical support for highly technical customers and act as the primary escalation point for complex issues across setup products and deployments.
- Diagnose production problems in LLM applications and agents by working closely with engineering operations documentation and product teams.
- Build internal tooling diagnostics and runbooks while improving support metrics post-mortems knowledge articles and proactive customer assistance.