Description:

Diagrid is seeking a Software Engineer - Customer Support to provide exceptional technical assistance for the open-source Dapr project and support production deployments on Kubernetes.
The role involves acting as the first point of contact for customers seeking technical assistance through various channels such as email, chat, or forums.
Responsibilities include diagnosing and resolving technical issues related to Diagrid products, ensuring timely responses within SLAs, and escalating unresolved issues to engineering teams while maintaining ownership until resolution.
The engineer will contribute bug fixes, enhancements, and features requested by customers to the Dapr open-source project and participate in quarterly planning meetings to influence project direction and feature scope.
The position requires documenting technical issues and resolutions in a knowledge base, creating and maintaining product documentation, code samples, and troubleshooting guides.
Collaboration with the Customer Success team to identify, prioritize, and resolve bugs and feature requests is essential, as well as working with the Open Source Engineering team on Dapr upstream improvements.
The engineer will help customers adopt Diagrid products and distributed system architectures with Dapr and contribute to webinars, workshops, and training sessions to educate users on product features and updates.

Requirements:

Candidates must have 3+ years of experience working on technical support teams in the SaaS technology industry.
A strong understanding of distributed systems, cloud-native technologies, and microservices architectures is required.
Experience with Kubernetes, containers, and related ecosystem tools is essential.
Proficiency in at least one programming language such as Go, Python, .NET, or JavaScript is necessary.
Familiarity with Kubernetes troubleshooting and debugging tools, including logs analysis and network diagnostics, is expected.
Excellent interpersonal and communication skills are required, with the ability to explain technical concepts to both technical and non-technical audiences.
Proven experience in a customer-facing technical support or engineering role is necessary.
Strong analytical skills to troubleshoot complex technical issues and organizational skills to manage multiple priorities and issues simultaneously are essential.
Preferred qualifications include experience contributing to open-source projects or communities, familiarity with Diagrid tools and services (e.g., Dapr), and certifications in cloud platforms (e.g., AWS, Azure, GCP) or Kubernetes (e.g., CKAD, CKA).

Diagrid offers competitive compensation and company equity.
The position supports a remote-first and flexible work environment.
Employees enjoy flexible paid time off and comprehensive healthcare for themselves and their dependents.
The company provides a choice of hardware and a $1000 allowance for home office setup.
A monthly work-from-home stipend is included, along with team events and gatherings.
Employees have the chance to collaborate with industry-leading figures.