Customer Support Engineer

Job Summary

Gluware is hiring a Support Engineer! We are looking for someone comfortable interacting with customers on a daily basis. This full‑time position reports to the Sr. Director of Customer Success and Support and joins a team of fellow Support Engineers with varied backgrounds and experience. You will collaborate to deliver support solutions to Gluware's enterprise customers using our market‑leading platform, while proactively spotting issues and reporting bugs.

The shift for this role is EST business hours.

Gluware is the intelligent network automation industry leader, powering self‑operating enterprise networking for Global 2000 companies across finance, healthcare, pharma, energy, and more. Our platform helps the world’s largest enterprises prevent critical network outages, maintain compliance, and keep pace with ever‑changing business requirements — through a multi‑vendor, multi‑platform, intent‑based approach that requires no custom scripting. Our solutions span the full network automation lifecycle:
Discovery & Inventory, OS Manager, Config Model Editor, Config Drift & Audit, Network RPA, Topology, Workflows, and more — all backed by DIAL™ (our Device Interaction and Automation Layer). We are also actively building Gluware.ai and Gluware Titan, bringing AI natively into network automation workflows.

• Provide day‑to‑day technical support for all Gluware customers, troubleshooting any issues they may encounter with the Gluware platform
• Lead regularly scheduled success engagements, ensuring customers are meeting their goals and requirements with the Gluware platform
• Work with customers to onboard and implement Gluware servers and the Gluware IDE
• Collaborate with Pre‑Sales and Sales teams, advising and assisting with automation approaches and customer implementations
• Occasionally assist or lead product training and product demos
• Contribute to internal and external documentation, product resources, and customer‑facing packages
• Stay current on major network and cloud vendor architectures, products, and evolving AI/ML capabilities relevant to network automation
• Participate in on‑call rotation

• Associates degree in Information Technology, Computer Science, or equivalent hands‑on experience
• 2–3 years of hands‑on networking experience (design, implementation, or operations)
• Strong working knowledge of various IT concepts (networking, virtualization, Linux, scripting automation, regex, infrastructure services, etc.)
• Strong interpersonal and communication skills – comfortable working with engineers, architects, and leadership teams
• Highly motivated, able to grasp complex concepts, and learn quickly
• Demonstrated ability to prioritize workload, respond quickly to changes, and work with determination to succeed
• Strong verbal and written communication and demonstrated ability to work within a multi‑disciplinary and multi‑cultural team

• 3–5 years of experience with at least one of the following:
  Mongo
  
  DB, JavaScript, Liquid
  
  JS, Ubuntu, Docker, APIs
• CCNA‑level certification or advanced knowledge of networking vendor technologies with one of the following:
  Cisco, Aruba, Juniper, Fortinet, etc.
• Experience with the following virtualization technologies: VMware vSphere, Hyper‑V, KVM
• Experience with or working knowledge of cloud infrastructure deployment (AWS, Azure, GCP)
• A builder mentality – side projects, home lab, personal automation or hardware projects are a genuine plus

Gluware offers employees benefits including medical, dental, vision, life and disability insurance, 401(k), 10 paid holidays and 15 days off per year for paid time off.

Individuals seeking employment at Gluware are considered without regard to race, color, religion, age, sex, marital status, physical or mental disability, or sexual orientation.