SeniorCustomerSupportEngineer

## Accountabilities Serve as the primary technical point of contact for customers, building deep understanding of their environments, workflows, and infrastructure needs, while guiding adoption of platform capabilities and best practices. Diagnose, troubleshoot, and resolve complex issues across deployments, including installation, configuration, integrations, upgrades, APIs, and underlying infrastructure components. Manage end-to-end post-sale technical support activities, including onboarding, system health monitoring, version upgrades, and ongoing operational stability. Collaborate with Customer Success, Product, Engineering, and TechOps teams to ensure alignment on customer needs, escalations, and solution delivery. Participate in architecture discussions, business reviews, and planning sessions to translate customer goals into scalable technical implementations. Identify recurring issues, document solutions, and create runbooks and knowledge resources to improve support efficiency and reduce repeat escalations. Provide structured feedback to product and engineering teams based on real-world customer usage patterns and technical findings. Requirements This role requires strong hands-on technical depth combined with excellent customer-facing communication skills. Candidates should bring experience supporting complex infrastructure or software systems in production environments, with the ability to troubleshoot across multiple layers of the stack. Strong familiarity with networking concepts, Linux environments, APIs, and automation tooling is essential, along with the ability to work independently on ambiguous technical challenges. Experience in customer-facing technical roles such as Support Engineer, Solutions Engineer, Site Reliability Engineer, or similar positions in infrastructure or SaaS environments Strong knowledge of network infrastructure concepts (IPAM, DCIM, routing, and network automation workflows) Hands-on experience with Docker, Linux systems, she