What You'll Be DoingAs a Technical Support Engineer at ScaleOps, you'll be the first line of defense for resolving complex technical issues that go beyond platform usage. You'll monitor, triage, and resolve customer-reported incidents, ensuring problems are addressed within defined SLAs, and collaborate closely with R&D, Customer Success, and Product to help improve the platform based on recurring customer issues.
- Serve as the primary point of contact for customer-reported technical problems related to installation, Helm configuration, permissions, and integrations
- Monitor internal customer issue alerts around the clock and respond promptly
- Manage and own the ticketing system, ensuring timely updates and resolutions
- Troubleshoot Kubernetes-related issues such as ingress, SSO, and other integrations
- Escalate issues to the appropriate teams with clear documentation, logs, and context
- Reproduce, investigate, and document bugs for R&D
- Maintain and expand the support knowledge base
- Identify and communicate recurring issues to drive product improvements
What You'll Bring- Strong, hands-on Kubernetes troubleshooting experience (kubectl, Helm, networking)
- Familiarity with cloud-native environments, including EKS, GKE, AKS, IAM, and cloud networking concepts
- Proven ability to work under pressure while maintaining clear, concise communication
- Detail-oriented and SLA-driven mindset
- Prior experience supporting technical platforms in production environments
