Familiarity with cloud-native environments, including EKS, GKE, AKS, IAM
Proven ability to work under pressure while maintaining clear communication
Detail-oriented and SLA-driven mindset
Prior experience supporting technical platforms in production environments
Responsibilities
Serve as the primary point of contact for technical problems related to installation and integrations
Monitor internal customer issue alerts 24/7 and respond promptly
Manage the ticketing system, ensuring timely updates and resolutions
Troubleshoot Kubernetes-related issues such as ingress and SSO
Escalate issues with clear documentation to appropriate teams
Reproduce, investigate, and document bugs for R&D
Maintain and expand the support knowledge base
Identify and communicate recurring issues to drive product improvements
Benefits
Opportunity to work with a leading company in real-time automated cloud resource management
Exposure to a diverse customer base including major enterprise organizations
Collaborative work environment with close interactions between technical support, R&D, and product teams
Potential for career growth within a rapidly expanding company
Ability to work on cutting-edge technology in cloud environments
Full Job Description
About The Role
As a Technical Support Engineer at ScaleOps, you will be the first line of defense for resolving complex technical issues that go beyond platform usage. You'll be responsible for monitoring, triaging, and resolving customer-reported incidents, ensuring problems are addressed within defined SLAs. You will collaborate closely with R&D, Customer Success, and Product to help improve the platform based on recurring customer issues.
What You Will Be Doing:
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 24/7 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.
