Technical Support Engineer
5P6SU6
JobID
Level
Senior
Department
Development
Type
Full Time
Locations
Poland
About the Project
Our client is a product company redefining how Internal Developer Platforms (IDPs) are built. Their solution empowers organizations to centralize infrastructure operations and enable developer self-service at scale. The platform integrates with Kubernetes, Terraform, and major cloud providers, enabling faster, more efficient engineering workflows. The company values autonomy, technical rigor, and customer empathy — and their solutions are trusted by technology-driven companies worldwide.
Scope of work
Your mission as a Technical Support Engineer (Tier 3) is to act as a trusted advisor and key link between users and the engineering team — ensuring smooth integrations, resolving complex issues, and helping improve the product through collaboration and insight.
Key responsibilities:
- Act as a trusted advisor: Support users as they integrate with technologies like Kubernetes, Terraform, and Cloud Platforms (AWS, GCP, Azure).
- Resolve issues end-to-end: Triage, investigate, and resolve complex support tickets; escalate when needed while maintaining ownership of the case.
- Collaborate cross-functionally: Work closely with R&D, Product, Sales Engineering, and Customer Success to deliver a seamless experience.
- Be the voice of the customer: Identify trends, bugs, and usability challenges and provide feedback to Product and Engineering teams.
- Contribute to knowledge: Build and maintain internal and external documentation, tutorials, and troubleshooting guides.
- Continuous learning: Stay up to date with the evolving DevOps ecosystem and improve your knowledge of integrated tools and services.
- On-call rotation: Participate in occasional weekend on-call coverage (approximately once every 6 weeks) for critical issues.
Required skills
- 5+ years in a Tier 3 technical support role, ideally in a SaaS or infrastructure-focused environment.
- Cloud Platforms: Familiarity with AWS, GCP, or Azure, including services like EC2, IAM, and networking.
- Kubernetes: Strong understanding of container orchestration concepts — pods, deployments, Helm charts, services, and troubleshooting.
- Scripting & Configuration: Ability to read and understand Bash, Java, or Python, and interpret JSON/YAML.
- Infrastructure as Code (IaC): Experience with Terraform — defining, deploying, and managing infrastructure.
- API Familiarity: Confident using REST APIs (Postman, curl) for testing and debugging.
- Monitoring & Logging: Exposure to tools like Datadog, Dynatrace, New Relic, or similar observability platforms.
- Ticketing Systems: Experience with Zendesk, Freshdesk, or Jira Service Management.
- Excellent communication skills in English — both written and verbal.
Advantages:
- Experience supporting or collaborating with DevOps or Platform Engineering teams.
- Familiarity with GitOps practices and CI/CD workflows (e.g., GitHub Actions, ArgoCD, Flux).
Required Skills
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At least 5 years of working and administering Linux systems with deep system & networking understanding
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At least 5 years of experience with CI/CD pipeline and build tools (e.g. Git, Jenkins, Docker, Artifactory)
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Proven programming and scripting experience - e.g. Python, Bash, Go, Groovy
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Knowledge in networking and internet technologies - e.g. HTTP servers, DNS, switch/router administration, firewalls, proxies, etc.
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Excellent communication and teamwork skills
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Ability to work in a dynamic multi-task environment with context switches
Preferred:
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Live and breath CI/CD
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Knowledge of and a passion for configuration management tools such as Ansible, Chef, and Puppet
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Experience with cloud IaaS such as AWS, Azure, Google Cloud and SaaS in general
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Experience in Docker & container technology, Jenkins administration, Git administration, Slack bots development