Senior Technical Support Engineer

Key responsibilities

Technical Support:  Provide top-notch technical support to our customers, assisting them with any product-related issues, inquiries, or challenges they may encounter.
Problem Solving:  Diagnose and troubleshoot technical issues, replicating them in local environments and collaborating closely with customers to identify root cause and provide effective solutions.
Documentation:  Create and maintain detailed documentation, including knowledge base articles and FAQs, to assist customers in resolving common issues independently.
Software Expertise:  Leverage your expertise in application programming to build and maintain third party integrations like Terraform, Git Hub Actions, CircleCI etc.
Customer Advocacy:  Act as a customer advocate within the company, sharing customer feedback, feature requests, and insights with the product development team to improve our offerings.
Working Hours Flexibility:  Be prepared to work in shifts or on-call availability (over the weekends) to accommodate our global customer base across different time zones, including the AMER, APAC, and EMEA.

Requirements

Skills & Qualifications
Bachelor's degree in Computer Science, Information Technology, or a related field.
8+ years in Technical Product Support, a similar role, or a background in software development.
Strong application programming experience, proficient in Java, Python, or JavaScript languages.
Knowledge of software packaging and distribution concepts and tools.
Excellent problem-solving and troubleshooting skills.
An enthusiastic and effective communicator (using English): you should be able to appeal to and communicate with both technical and non-technical listeners alike.
Ability to work independently and as part of a team.
Willingness to work flexible shifts to support customers in different time zones.

Preferred Skills & Certifications
Professional experience in building, testing, deploying, debugging, and maintaining complex systems in production environments; or equivalent experience in open-source ecosystems and projects.
Familiarity with UNIX-like systems (Linux/WSL/MacOS).
Familiarity with Artifact and Package management, or the software supply chain.
Familiarity with Cloud-based infrastructure, data structures & algorithms, storage systems, source control, and continuous integration.
Amazon Web Services (AWS) / AWS Certifications.
Significant contributions to open-source projects.
ReST, GraphQL, gRPC API Design.
Docker, OCI, ORAS, Kubernetes (k3s, k8s).
Sigstore, Cosign, Keyless Signatures, Signature Attestation.
Grafeas, Kritis, Metadata Provenance.