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.