Staff Technical Support Engineer

Job Summary

Owning the most complex customer issues, the full-time Staff Technical Support Engineer will proactively identify systemic faults, lead investigations across multi-system environments, and collaborate with cross-functional teams to enhance platform support and deployment strategies in a remote setting.

Key responsibilities

• Identify and mitigate systemic risks and recurring issues before they escalate into multiple support tickets
• Conduct thorough investigations of ambiguous, business-critical problems, gathering evidence and reproducing defects to uncover root causes
• Collaborate with Engineering, Product, and QA teams to influence platform development and improve issue resolution processes

Required qualifications

• 8+ years in technical, customer-facing engineering roles with senior or lead-level experience
• Proven ability to analyze complex data and make independent decisions in ambiguous situations
• Experience managing technical escalations from customer requests through to resolution
• Strong troubleshooting skills across distributed systems, with knowledge of network architecture and infrastructure fundamentals
• Advanced expertise in technologies such as Linux, Kubernetes, Docker Compose, and SQL