Role Overview
We are looking for a Senior Technical Support / Customer Escalation Engineer to join a growing post-sales technical team. This role sits at the intersection of engineering, customer success, and solutions engineering, with a primary focus on post-deployment customer support, escalation management, and technical debugging.
This is not a sales role and not a backend engineering role. It is a hands-on, customer-facing technical role responsible for ensuring successful customer adoption, stability, and ongoing value from our platform—particularly in Kubernetes-based and cloud-native environments.
The ideal candidate is technically strong, customer-oriented, and comfortable debugging complex issues before escalating them to engineering with high-quality context.
Key Responsibilities
Customer Escalation & Post-Sales Support
Act as a technical escalation point (Tier 2 / Tier 3) for enterprise customers post-sale
Own technical follow-ups for key customers, including:
Regular cadence check-ins
Understanding customer roadmaps
Aligning internal delivery and issue resolution with customer priorities
Serve as the technical bridge between customers, customer success, and engineering
Technical Debugging & Investigation
Debug issues related to:
Kubernetes deployments
Cloud-native runtime environments
Platform tooling and curated images
Reproduce customer issues, collect logs/telemetry, isolate root causes, and document findings
Provide engineering with actionable, well-scoped problem statements, not raw tickets
Track issues through resolution and communicate timelines and updates back to customers
Platform & Product Feedback
Identify recurring customer issues and usage patterns
Translate findings into:
Product enhancement requests
New use cases
Process improvements
Contribute to internal knowledge bases, runbooks, and escalation playbooks
Cross-Functional Collaboration
Work closely with:
Engineering (for root cause analysis and fixes)
Solutions Engineering (to support post-sales handoff)
Customer Success (to ensure customer health and retention)
Occasionally support live customer calls when deep technical expertise is required
Required Technical Skills
Strong Kubernetes fundamentals, including:
Deployments in varied customer environments
Troubleshooting runtime and infrastructure issues
Understanding how Kubernetes interacts with cloud platforms
Experience debugging cloud-native platforms, not just deploying them
Ability to read logs, understand system behavior, and reason through distributed systems issues
Scripting or automation experience (e.g., shell, Python, pipeline tooling) is a strong plus
Note: This role does not involve designing Kubernetes architectures from scratch—focus is on debugging, investigation, and operational problem-solving.
Required Experience
4–10+ years of relevant experience, with flexibility for exceptional candidates
Background may include:
Technical Support / Escalation Engineering
Solutions Engineering (with strong post-sales exposure)
Cloud / Platform Engineering with customer-facing responsibilities
Demonstrated experience supporting enterprise customers in production environments
We are open to candidates who either:
Come from a deep technical background and moved closer to customers, or
Have extensive customer-facing technical experience supporting complex platforms
Soft Skills & Traits
Strong communicator — able to explain technical issues clearly to customers
Comfortable owning problems end-to-end
Calm under pressure during customer escalations
Curious, adaptable, and quick to learn new products
Flexible mindset — role will evolve as the platform and customer base grow
Why This Role
High visibility and impact on customer success
Direct influence on product quality and roadmap
Opportunity to work across engineering, product, and GTM teams
Ideal for someone who enjoys solving real customer problems, not just writing tickets
Compensation & EligibilityThe base salary range for this role is $100,000–$150,000 USD, depending on experience and qualifications.
Due to the nature of this position and work with U.S. Government / DoD customers, U.S. citizenship is required, and candidates must be eligible to meet applicable security and background requirements.