Principal Product Support Engineer 🔥
We are looking for a high-performing and high-energy Principal Product Support Engineer to build, and be part of, our Global Product Support organization. Reporting to the Director of Customer Success, you will collaborate with Sales, Product Management, Engineering teams and of course our customers, becoming a primary driver of maintaining high Customer Satisfaction levels. You will engage new, potential customers, as well as existing customers who require technical support. This is an incredible opportunity to further develop your technical skills in multiple cloud platforms and K8s environments, while growing together with a “top in its field” innovative company.
Responsibilities:
- Own and manage customer issues and see problems through to resolution. This will include troubleshooting and identifying solutions to resolve customer issues.
- Mentoring Product Support Engineers.Â
- Create and update internal and public Knowledge Base articles
- Maintain high customer satisfaction rates while resolving complex issues.
- Follow the Customer Success methodology of understanding the customer’s business when providing solutions.
- Maintain “big picture” view when handling reported issues
Requirements:
- Vendor Product Support Engineer (tier 3-4)/TAM/SE background– RequiredÂ
- Strong Linux CLI experience - Required
- Great troubleshooting abilities and passion to dive into complicated technical problems in real production environments - Required
- Experience working with Cloud platforms (AWS/GCP/Azure)- Required
- Familiarity with containers/ K8s- Advantage.
- Excellent oral and written communication skills with a passion for working with customers
- Ability to adapt and work efficiently in a rapidly changing dynamic environment with a willingness to manage multiple simultaneous projects
- Ability to work effectively and thrive in a fast paced environment
- Ability to work with a globally dispersed, cross cultural team