The
Senior Technical Support Engineer is responsible for resolving the complex customer issues involving mission critical production environments, collaborating with team members, working to resolve escalations, and play a role in improving support processes. This role combines deep technical expertise, customer advocacy, operational excellence, and cross-functional collaboration to deliver exceptional customer outcomes.
Key ResponsibilitiesTechnical Leadership- Own and lead complex technical investigations and customer escalations.
- Partner closely with Engineering, Product Management, and other internal teams to drive timely issue resolution.
- Develop towards being subject matter expert for assigned products and supporting technologies.
- Participate in technical swarms, case reviews, and collaborative troubleshooting efforts.
- Mitigate escalations through proactive customer engagement and technical leadership.
- Develop deep expertise in FinOPs, cloud platforms, infrastructure technologies, and product integrations.
Customer Success- Understand customer business objectives and align technical recommendations to those outcomes.
- Manage high-severity and high-impact customer cases.
- Maintain excellent customer communication throughout the support lifecycle.
- Adapt communication style appropriately for customers, executives, engineering teams, and support peers.
- Participate in customer calls and remote technical sessions as a technical expert.
- Drive successful outcomes while maintaining high customer satisfaction.
Knowledge Sharing and Mentorship- Create, review, and approve technical documentation and knowledge articles.
- Deliver technical training sessions and contribute to internal enablement programs.
- Identify knowledge gaps and proactively share expertise across the team.
- Assist in developing and improving learning paths and technical training materials.
Operational Excellence- Demonstrate exemplary case ownership, documentation, and case hygiene.
- Successfully manage multiple complex support cases simultaneously.
- Ensure support processes and procedures are consistently followed.
- Perform effective follow-the-sun handoffs and knowledge transfers.
- Support operational agility by adjusting priorities as business needs evolve.
- Help drive improvements to support workflows, tools, and processes.
Collaboration- Participate in support swarms and case reviews.
- Seek help and assist teammates with technical challenges and case management.
- Collaborate effectively across Support, Engineering, Product, Customer Success, and Operations teams.
- Drive cross-functional initiatives that improve business outcomes and customer experience.
- Identify opportunities for process improvement and advocate for positive change.
Required Qualifications- 5+ years of progressive experience in Technical Support, Cloud Operations, Site Reliability Engineering, DevOps, or related technical roles.
- Strong troubleshooting and root cause analysis skills.
- Experience supporting distributed systems, SaaS platforms, or cloud-native applications.
- Experience working directly with engineering teams during escalations and defect investigations.
- Experience working with enterprise CRM and ticketing systems including Salesforce and Freshdesk.
- Demonstrate enthusiasm to development within the role and the ability to grow in their career.
- Exceptional English verbal and written communication skills.
- Demonstrated ability to manage multiple priorities in a fast-paced environment.
Preferred Qualifications- Expert-level experience with AWS, Azure, or Google Cloud Platform.
- Kubernetes and container technologies.
- Infrastructure automation and CI/CD concepts.
- Networking, security, and systems administration experience.
- FinOps, cloud cost optimization, or cloud operations experience.
- Experience supporting Spot Ocean, Elastigroup, or similar cloud infrastructure platforms.
- Relevant industry certifications (AWS, Azure, GCP, Kubernetes, FinOps).
Success MeasuresA successful Technical Support Engineer:
- Consistently delivers high-quality customer outcomes.
- Frequently leads resolution of complex technical issues.
- Demonstrates strong case ownership and documentation practices.
- Serves as a trusted mentor and technical leader.
- Proactively identifies and addresses knowledge gaps.
- Contributes to support process improvements and operational effectiveness.
- Meets or exceeds key support metrics, including customer satisfaction and responsiveness.
- Drives collaboration across teams to improve customer experience and business results.
Referenced Technologies- AWS CloudWatch
- Amazon EKS
- Amazon ECS
- Azure Portal
- Azure Kubernetes Service (AKS)
- Google Cloud Platform (GCP)
- Google Kubernetes Engine (GKE)
- Kubernetes
- MySQL
