Senior Technical Support Engineer

📋 Description

• Be the go-to escalation point for technical support, diagnosing issues across setup and deployments.
• Work with engineering, operations, docs, and product teams to resolve bugs.
• Partner with Deployed Engineering to support critical enterprise customers.
• Build and refine internal tooling, diagnostics, and runbooks for complex issue triage.
• Lead post-mortems for critical incidents and feed learnings into product and docs.
• Help refine KPIs for support health (MTTR, CSAT, bug recurrence) and drive improvement.

🎯 Requirements

• 6+ years in technical support, solutions engineering, or SRE in deeply technical B2B environments.
• Expert troubleshooting across APIs, SDKs, distributed systems, and cloud-native stacks.
• Programming experience with Python. Bonus TypeScript.
• Hands-on knowledge of Kubernetes and Docker.
• Experience with logs, traces, metrics in Datadog; OpenTelemetry integrations.
• Experience supporting enterprise customers and collaborating with engineering on complex escalations.

🎁 Benefits

• Medical, dental, and vision coverage.
• Flexible vacation.
• 401(k) plan.
• Meals on in-office days in the US.