Senior Technical Support Engineer

Key responsibilities

- Technical Support: Provide top-notch technical support to our customers, assisting them with any product-related issues, inquiries, or challenges they may encounter.

- Problem Solving: Diagnose and troubleshoot technical issues, replicating them in local environments and collaborating closely with customers to identify root cause and provide effective solutions.

- Documentation: Create and maintain detailed documentation, including knowledge base articles and FAQs, to assist customers in resolving common issues independently.

- Software Expertise: Leverage your expertise in application programming to build and maintain third party integrations like Terraform, GitHub Actions, CircleCI etc.

- Customer Advocacy: Act as a customer advocate within the company, sharing customer feedback, feature requests, and insights with the product development team to improve our offerings.

- Working Hours Flexibility: Be prepared to work in shifts or on-call availability (over the weekends) to accommodate our global customer base across different time zones, including the AMER, APAC, and EMEA.

Requirements

Skills & Qualifications

- Bachelor's degree in Computer Science, Information Technology, or a related field.

- 8+ years in Technical Product Support, a similar role, or a background in software development.

- Strong application programming experience, proficient in Java, Python, or JavaScript languages.

- Knowledge of software packaging and distribution concepts and tools.

- Excellent problem-solving and troubleshooting skills.

- An enthusiastic and effective communicator (using English): you should be able to appeal to and communicate with both technical and non-technical listeners alike.

- Ability to work independently and as part of a team.

- Willingness to work flexible shifts to support customers in different time zones.

Preferred Skills & Certifications

- Professional experience in building, testing, deploying, debugging, and maintaining complex systems in production environments; or equivalent experience in open-source ecosystems and projects.

- Familiarity with UNIX-like systems (Linux/WSL/MacOS).

- Familiarity with Artifact and Package management, or the software supply chain.

- Familiarity with Cloud-based infrastructure, data structures & algorithms, storage systems, source control, and continuous integration.

- Amazon Web Services (AWS) / AWS Certifications.

- Significant contributions to open-source projects.

- ReST, GraphQL, gRPC API Design.

- Docker, OCI, ORAS, Kubernetes (k3s, k8s).

- Sigstore, Cosign, Keyless Signatures, Signature Attestation.

- Grafeas, Kritis, Metadata Provenance.