Staff Engineering Support Engineer
Skills
CommandCritical InfrastructureCustomer ExperienceDatabasesElasticsearchLinux System AdministrationMicrosoft Surface
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Demonstrated experience troubleshooting complex distributed systems in production environments
- Hands-on experience with cloud infrastructure operations and Kubernetes
- Solid understanding of Linux systems administration and command-line tooling
- Experience supporting Elasticsearch PostgreSQL or similar databases in production
- Experience developing and maintaining monitoring and alerting infrastructure
- Strong written communication skills for technical documentation
- Experience in a customer-facing or customer-adjacent engineering role
Day to day
- Lead cross-team incident triage for high-impact customer outages and escalations, coordinating Engineering Product and Customer Experience response while contributing to root cause analysis and postmortems
- Build and maintain observability for cloud-hosted customer deployments by creating monitors dashboards and alerting that improve proactive detection and rapid response
- Act as the senior escalation point for complex EMEA support cases involving deep platform internals multi-component interactions and unusual failure modes
- Translate field experience into scenario-based troubleshooting guides playbooks and knowledge base articles that enable Tier 1/2 support to resolve issues independently
- Identify recurring failure modes and customer trends then collaborate with product teams on permanent fixes rather than temporary workarounds