Customer Support Engineer; Lead

We are seeking a Customer Support Engineer (Lead) for a 12-month contract position based in King of Prussia, Pennsylvania. In this role, you will own technical support end-to-end, lead installations and upgrades, serve as the escalation point for complex issues, and work directly with enterprise customers to troubleshoot and resolve issues across a full software stack.

• Own technical support end to end. Troubleshoot and resolve customer issues across the full Fulcrum stack, from the OS up through the application - including login and certificate failures, services down, data not loading, and performance problems.
• Lead installations and upgrades. Plan and run new Fulcrum installs on the 5-node architecture, in AWS and on customer VMs or bare metal, often live on calls with the customer's Linux admins. Deliver patches and releases and stay on call during customer patch windows.
• Serve as the escalation point. Take on the complex issues L1 cannot resolve. Determine whether the root cause is infrastructure, configuration, or code, then hand off cleanly to the Delivery Team or managed services partner.
• Keep an eye on system health. Run and improve daily health checks for SaaS customers and build proactive monitoring that catches problems before customers do.
• Work directly with customers. Run troubleshooting calls, explain technical issues in plain language, set clear expectations, and build trusted relationships with customer IT and security teams.
• Automate the repetitive work. Turn manual, repeatable tasks into scripts, Ansible playbooks, and workflows - from install steps to diagnostics to log collection.
• Build the tools you need. Write and maintain internal utilities for health checks, log analysis, deployment, and support workflows, including AI agent-based tools built with Strands Agents and Amazon Bedrock.

• 10+ years in technical support, support engineering, systems engineering, Dev Ops, or a related role supporting complex enterprise software.
• Proven experience in a lead role - leading a team, owning escalations, or driving technical projects.
• Hands-on experience installing and supporting software in customer environments, both on-premises and in AWS.
• Deep, hands-on Linux administration experience (RHEL 8/9, CentOS Stream 9, Amazon Linux 2023): services, networking, storage and mounts, users and permissions, SELinux, firewalld, repositories (including air-gapped environments), performance tuning, and log analysis.
• SSH: secure remote access, key management, tunneling, and hardening, often in customer environments with tight security controls.
• Strong shell scripting skills, plus Ansible for automation.
• Hadoop ecosystem (HDFS, HBase, Zoo Keeper): installing, operating, and troubleshooting clusters, region servers, and data access problems.
• PostgreSQL and SQL databases: administration, query troubleshooting, backup and restore, performance tuning, and upgrades.
• Keycloak: configuring and troubleshooting realms, clients, SSO, OIDC/SAML, 2FA, and integration with Entra , Okta, and LDAP/Active Directory.
• TLS/SSL certificates: installing, renewing, and troubleshooting certificates, both customer-provided and self-signed.
• Java: comfortable reading code, analyzing stack traces, thread dumps, and heap issues, and tuning JVM-based services.
• AWS: EC2, S3 (including pre-signed URLs), IAM, VPC, Cloud Watch, and Lambda, with the ability to stand up and troubleshoot a multi-node environment.

• Experience with Docker and Kubernetes.
• Familiarity with Apache Flink, Apache Kafka, and Apache NiFi - enough to troubleshoot streaming jobs and ETL pipelines.
• Comfortable working with JSON, XML, CSV, and other data formats.