Responsibilities
- Act as the main technical contact for customers reporting issues through tickets, Slack, or email
- Investigate and resolve advanced technical problems in Linux systems, Kubernetes platforms including EKS, AKS, RKE2, K3s, and OpenShift, public cloud services like AWS, Azure, and GCP, and CI/CD workflows
- Analyze issues affecting hybrid cloud setups, including network configurations, role-based access controls, storage systems, and cluster management, across cloud and on-premises deployments
- Manage high-priority customer cases from initial assessment and replication to final resolution and documented post-mortem analysis, adhering to service level agreements
- Recreate reported issues in controlled test environments and pinpoint root causes with clarity to support engineering debugging
- Provide after-hours support during critical operations as needed
- Maintain clear, timely communication with customers regarding issue progress, expected timelines, and temporary solutions
- Develop and update operational guides, escalation procedures, and knowledge base entries to minimize recurring support requests
- Detect recurring customer issues and report findings to product and engineering teams to inform improvements in software and documentation
- Take part in on-call scheduling and contribute to incident review meetings following system outages or disruptions
- Evaluate and refine Tier 1 escalation tickets before they are forwarded to engineering teams
- Work closely with Customer Success, Platform Engineering, and Product departments to align support outcomes with broader organizational goals
- Help refine internal processes to enhance support efficiency and improve customer experience
Work Arrangement
Hybrid
Other
- U.S. citizenship is required
- Expected travel of 10% to 20%
- On-call support is required when mission needs arise
- Preference given to candidates with an active DoD Secret clearance or higher
- This is a contractor position serving the U.S. Government
