Senior Assigned Support Engineer-; Designated/Premier
Job in
Austin, Travis County, Texas, 73301, USA
Listed on 2026-11-05
Listing for:
Jobgether
Full Time
position Listed on 2026-11-05
Job specializations:
-
IT/Tech
IT Support, Technical Support, Unix/Linux, Systems Administrator
Job Description & How to Apply Below
Accountabilities
- Deliver advanced technical support:
Manage complex, high-priority, and sensitive customer cases from initial investigation and triage through root-cause analysis, escalation, and resolution, ensuring customer environments remain stable and performant. - Investigate and resolve technical issues:
Analyze application behavior, system logs, performance metrics, and infrastructure components using Linux utilities, debugging tools, and support platforms to identify and address underlying problems. - Build trusted customer relationships:
Serve as a dedicated technical advisor to enterprise customers, helping stakeholders prioritize critical technical challenges, anticipate operational risks, and minimize service disruptions. - Drive cross-functional collaboration:
Partner with product, development, infrastructure, customer success, and sales teams to coordinate defect resolution, advocate for customer needs, influence feature development, and contribute to product roadmap decisions. - Provide technical expertise:
Advise customers on platform architecture, Git Lab implementations, CI/CD workflows, deployment models, incident impact, and strategies for improving reliability and performance. - Develop technical resources:
Create and maintain clear, reusable documentation, troubleshooting guides, runbooks, and knowledge articles that improve support efficiency and help customers solve recurring problems. - Promote knowledge sharing:
Collaborate with fellow support engineers through pairing sessions and ongoing technical discussions, strengthening team capabilities and encouraging consistent problem-solving practices. - Support team development:
Participate in recruitment activities, including reviewing candidate applications and technical assessments and contributing to interviews. - Embrace continuous improvement:
Use automation, scripting, and AI-powered tools where appropriate to improve troubleshooting efficiency, streamline workflows, and deliver better customer outcomes.
- Customer-facing technical support experience:
Demonstrated experience managing complex support cases end to end, including triage, issue reproduction, escalation, stakeholder communication, and resolution. - Advanced troubleshooting capabilities:
Strong analytical and diagnostic skills, with the ability to investigate ambiguous, multi-layered issues across applications, infrastructure, integrations, and distributed systems. - Linux systems administration expertise:
Advanced knowledge of Linux administration, system performance analysis, and low-level debugging tools, comparable to LFCE or RHCE certification-level proficiency. - Git Lab and CI/CD knowledge:
Practical experience with Git Lab and continuous integration and continuous delivery workflows, including an understanding of deployment architectures, service interruptions, and their impact on customer operations. - Scripting and programming skills:
Proficiency in scripting languages such as Bash or Ruby, with familiarity with model-view-controller (MVC) frameworks. Experience with Ruby on Rails is an advantage. - Dev Ops and cloud-native technologies:
Familiarity with Dev Ops practices and technologies such as Kubernetes and serverless platforms, or transferable experience from related technical environments. - Technical documentation skills:
Ability to produce clear, accurate, and reusable technical content, including knowledge-base articles, operational runbooks, and troubleshooting documentation. - Communication and relationship management:
Strong written and verbal communication skills, with the ability to explain complex technical concepts to audiences with different levels of technical expertise and build productive relationships with customer stakeholders. - Collaboration and…
Position Requirements
10+ Years
work experience
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