Senior Customer Support Engineer

You will resolve the most complex and high-impact customer escalations, including enterprise issues. You will act as a subject-matter expert, collaborate with engineering on bug triage and feature requests, identify ticket trends, and train L1 and L2 support engineers.

Responsibilities

• Own complex, high-impact customer escalations
• Serve as a subject-matter expert for product areas
• Collaborate with engineering on bug triage and feature requests
• Onboard and train L1 and L2 team members
• Identify ticket-data trends and surface them to product teams

Requirements

• 5+ years of experience in a technical role at a cloud provider
• Bachelor's degree in computer science, IT, a related field, or equivalent experience
• Experience with GPU and virtualization concepts in production
• Knowledge of networking fundamentals, including SSH, firewall rules, port rules, TCP/IP routing, and reachability
• Database query experience
• Python and Bash scripting ability
• REST API debugging experience
• Experience building AI-tool automations for support work
• Excellent English communication, leadership, and stakeholder-management skills

Benefits

• Stocked fridge