[Remote] Customer Support Engineer
Note: The job is a remote job and is open to candidates in USA. Ocho is partnering with a client that helps enterprises control infrastructure complexity through cloud automation and cost optimization. The client is seeking a Customer Support Engineer to troubleshoot technical issues, support production environments, and help customers operate and optimize its product across cloud and Kubernetes environments.
Responsibilities
- Serve as a technical point of contact for customers, diagnosing and resolving issues related to the product, Kubernetes, cloud infrastructure, and integrations
- Investigate, troubleshoot, and resolve complex technical problems across distributed systems in customer environments
- Reproduce issues, analyse logs, metrics, and system behaviour, and document findings clearly
- Collaborate closely with engineering and product teams to escalate bugs, contribute to root cause analysis, and validate fixes
- Assist customers with configuration, initial deployments, and best practices for operating the product in Kubernetes and cloud-native environments
- Create and maintain technical documentation, knowledge base articles, and troubleshooting guides
- Advocate for customer needs by providing feedback to engineering and product teams, and occasionally contribute pull requests
- Continuously improve support processes, tooling, and operational readiness
- Learn and apply new technologies to expand technical expertise and improve customer outcomes
Skills
- • Bachelor's degree in computer science, information technology, or a related field, or equivalent practical experience
- • 3+ years of experience in a technical support, systems engineering, SRE, or DevOps-related role
- • Hands-on experience with Kubernetes on infrastructure, containers, and cloud platforms (AWS preferred)
- • Customer support experience, with a track record of troubleshooting and resolving issues directly with customers
- • Strong troubleshooting skills in distributed systems and production environments
- • Familiarity with Linux systems, networking concepts, and application logs/metrics
- • Ability to read and understand application code (Go, Python, or similar languages preferred)
- • Strong written and verbal communication skills, with the ability to explain technical concepts clearly to both technical and non-technical audiences
- • Proven ability to learn new technologies quickly and adapt in a fast-paced environment
- • Experience supporting SaaS products or enterprise customers is a plus
- • Kubernetes certifications (CKA or similar) are a plus
Company Overview