Senior Technical Support Engineer

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Senior Technical Support Engineer in the United States.

This role is a high-impact opportunity for an experienced engineer to become the go-to technical hero for enterprise customers. You will investigate complex issues with modern cloud-native tools like Docker, Kubernetes, GitHub, Helm, and Terraform, bridging the gap between engineering teams and customers. You will act as both problem-solver and communicator, providing world-class technical support while driving improvements in tooling, processes, and documentation. This position involves collaborating with cross-functional teams, mentoring colleagues, and participating in an on-call rotation to ensure critical issues are resolved efficiently. You will help shape the future of technical support while delivering an exceptional customer experience. The ideal candidate thrives in fast-paced, technical environments and is eager to take ownership of complex challenges.

• Accountabilities:
• Serve as the frontline technical support agent, triaging, investigating, and resolving complex customer issues with enterprise software.
• Collaborate with Engineering and Customer Success teams to escalate and resolve critical bugs, feature requests, and platform issues.
• Communicate clearly and proactively with customers, ensuring SLA compliance and high satisfaction.
• Translate technical concepts for both technical and non-technical audiences.
• Document detailed issue reports and contribute knowledge to internal Knowledge Bases.
• Prioritize and manage support queues independently while proactively guiding issues to resolution.
• Mentor junior support engineers and share best practices within the team.
• Participate in an on-call rotation, providing after-hours, weekend, and holiday support as needed.
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• Requirements:
• 5+ years of experience supporting enterprise customers in a technical role.
• 3+ years of hands-on experience with Docker and Kubernetes.
• Proficiency with CI/CD, Linux, GitHub, Helm charts, Terraform, and cloud-native tooling.
• Excellent written and verbal communication skills; ability to convey complex technical information clearly.
• Ability to work effectively across multiple teams including Engineering, Product, and Customer Success.
• Experience with security frameworks, software supply chain security, or vulnerability scanning is a plus.
• Bachelor’s degree in a STEM field or equivalent practical experience.
• Experience in fast-paced, startup or high-growth environments is advantageous.
• Curious, proactive, and highly adaptable problem solver.
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• Benefits:
• Flexible, remote-first work culture with stipends for coworking, phone, and internet expenses.
• Stock options upon hire and promotion, with participation in secondary offerings.
• 100% employer-covered health, dental, and vision insurance for you and your dependents.
• Flexible time off with unlimited vacation policy.
• Paid parental leave: 18 weeks for birthing parents, 12 weeks for non-birthing parents.
• Bi-annual team summits and regular team meetups.
• Professional development, training opportunities, and mentorship programs.
• Inclusive, collaborative workplace with focus on continuous learning and growth.

Why Apply Through Jobgether?

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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