Remote Senior Support Engineer

Description:

• Join a fast-growing team working on cloud infrastructure technology
• Help build a scalable support process and address customer issues through various channels
• Influence product direction by tracking and communicating customer needs
• Work directly with customers to solve implementation and architecture challenges
• Resolve technical issues for customers and become a specialist in product features
• Identify areas for support ecosystem improvement and develop clear documentation
• Lead in developing and enhancing support processes and systems
• Advocate for the value and benefits of the product to customers and prospects
• Collaborate with the founding team and engineers to influence the product roadmap
• Contribute code to the product

Requirements:

• Team player mindset with strong problem-solving skills
• Personal responsibility, responsiveness, and a solution-oriented approach
• Ability to navigate ambiguous situations and achieve results
• Availability during support hours (9am-8pm Eastern Time)
• Experience with cloud providers like AWS, GCP, or Azure
• Familiarity with Kubernetes and related projects like Helm, Prometheus, Grafana
• Excellent written and verbal communication skills
• Comfortable interacting with customers via email, Slack, phone, and video

Benefits:

• Competitive salary range of $150k-$175k
• Equity compensation of .04%-.08%
• 100% paid health insurance for employees and dependents
• 75% paid dental and vision insurance for employees, 25% for dependents
• $3000 equipment stipend every three years
• Shared office space reimbursement up to $400/month
• Flexible PTO policy
• 11 company-paid holidays
• 12 weeks paid new parent leave
• 1 month paid sabbatical after 3 years
• Company-sponsored travel opportunities
• Up to $500 per year reimbursement for wellness-related expenses