Senior Technical Support Engineer

Designing and developing guidelines and deploying technical solutions by leveraging experience with Kubernetes, Linux administration (Docker), cloud technologies, and scripting languages (Bash or Python) for automation.

Supporting customer environment and product software implementation using at least two of the following software solutions: OpenShift, PKS, Rancher, Google GKE, AWS EKS, and/or VMware administration.

Configuring public cloud infrastructure including AWS, Azure, and Google Cloud.

Working on Kubernetes administration including cluster management, troubleshooting, and deploying containerized applications.

Utilizing Customer Relationship Management platforms: Salesforce and ServiceNow for case management, workflow automation, and customer interaction tracking to enhance support efficiency.

Managing high-priority support cases by communicating with customers with production issues, and driving resolution for escalated issues to ensure satisfaction and service continuity.

$161,138 to $219,500 per year

Design and develop complex solutions to drive technical product support requests.

Enhance the product customer experience by identifying, recreating, and tracking customers issues for faster and accurate resolutions.

Enhance product adoption by identifying, logging, and tracking product features and enhancements reported by customers.

Develop performance metrics and standards for technical products.

Contribute to the technical documentation of based product features, customer issue root cause analysis, and internal findings in Knowledge Base, Best Practices, Blogs, and White Papers.

Collaborate across organizations including engineering, sales, and product management teams during Proof of Concept (POC) on analyzing product demos for existing and prospective customers.