Responsibilities
- Serve as the first point of contact for diagnosing and resolving advanced customer issues related to container images.
- Determine when and how to involve engineering teams for deeper technical resolution.
- Maintain clear, timely, and professional communication with customers to meet service level expectations.
- Translate technical concepts for both technical and non-technical audiences effectively.
- Produce thorough documentation for new problems and contribute actionable solutions to internal knowledge resources.
- Independently manage workload, identify root causes, and drive issues to closure with minimal supervision.
- Escalate product defects, enhancement ideas, and underlying issues to engineering and go-to-market teams.
- Pursue learning opportunities, share expertise, and mentor others in technical best practices.
- Participate in an after-hours on-call schedule, including weekends and holidays, to support critical incidents.
Requirements
- Minimum of five years of experience providing enterprise-level technical support with a composed and confident demeanor.
- At least three years of hands-on work with Linux, Docker, and Kubernetes environments.
- Proven ability to deliver exceptional customer service with strong written and verbal communication skills.
- Experience collaborating across departments such as engineering and customer success.
- Familiarity with DevOps tools and practices including CI/CD pipelines, GitHub, Helm, Terraform, and open-source ecosystems.
- Bachelor’s degree in a STEM field or equivalent practical experience in the technology industry.
Nice to Have
- Hands-on experience with public cloud platforms such as AWS, Azure, or Google Cloud; AWS EKS experience is particularly valued.
- Background in security standards, software supply chain integrity, or vulnerability assessment tools.
- Certifications such as CKA, CKAD, CKS, or KCSA; demonstrated interest in Kubernetes advanced topics.
- Prior experience working in a startup environment with fast-paced, evolving demands.
Benefits
- Fully remote work model with access to coworking stipends and periodic team gatherings and global summits.
- Equity in the form of stock options at hire and promotion, with a 10-year exercise window and access to secondary sales.
- Full coverage of health, dental, and vision insurance premiums for employees and their families.
- Unlimited flexible time off to support well-being and sustainable work rhythms.
- Generous parental leave policy offering 18 weeks for birthing parents and 12 weeks for non-birthing parents, usable flexibly within the first year.
Work Arrangement
Remote-First
Team
Cross-functional support environment spanning Engineering, Customer Success, and Go-to-Market teams
Responsibilities
- Serve as the first point of contact for diagnosing and resolving advanced customer issues related to container images.
- Determine when and how to involve engineering teams for deeper technical resolution.
- Maintain clear, timely, and professional communication with customers to meet service level expectations.
- Translate technical concepts for both technical and non-technical audiences effectively.
- Produce thorough documentation for new problems and contribute actionable solutions to internal knowledge resources.
- Independently manage workload, identify root causes, and drive issues to closure with minimal supervision.
- Escalate product defects, enhancement ideas, and underlying issues to engineering and go-to-market teams.
- Pursue learning opportunities, share expertise, and mentor others in technical best practices.
- Participate in an after-hours on-call schedule, including weekends and holidays, to support critical incidents.
Required
- Minimum of five years of experience providing enterprise-level technical support with a composed and confident demeanor.
- At least three years of hands-on work with Linux, Docker, and Kubernetes environments.
- Proven ability to deliver exceptional customer service with strong written and verbal communication skills.
- Familiarity with DevOps tools and practices including CI/CD pipelines, GitHub, Helm, Terraform, and open-source ecosystems.
- Bachelor’s degree in a STEM field or equivalent practical experience in the technology industry.
- Experience collaborating across departments such as engineering and customer success.
Preferred
- Hands-on experience with public cloud platforms such as AWS, Azure, or Google Cloud; AWS EKS experience is particularly valued.
- Background in security standards, software supply chain integrity, or vulnerability assessment tools.
- Certifications such as CKA, CKAD, CKS, or KCSA; demonstrated interest in Kubernetes advanced topics.
- Prior experience working in a startup environment with fast-paced, evolving demands.
Benefits
- Fully remote work model with access to coworking stipends and periodic team gatherings and global summits.
- Equity in the form of stock options at hire and promotion, with a 10-year exercise window and access to secondary sales.
- Full coverage of health, dental, and vision insurance premiums for employees and their families.
- Unlimited flexible time off to support well-being and sustainable work rhythms.
- Generous parental leave policy offering 18 weeks for birthing parents and 12 weeks for non-birthing parents, usable flexibly within the first year.
