Technical Support Engineer

As a Technical Support Engineer at ScaleOps, you'll be the first line of defense for resolving complex technical issues that go beyond platform usage. You'll monitor, triage, and resolve customer-reported incidents, ensuring problems are addressed within defined SLAs, and collaborate closely with R&D, Customer Success, and Product to help improve the platform based on recurring customer issues.

Serve as the primary point of contact for customer-reported technical problems related to installation, Helm configuration, permissions, and integrations

Monitor internal customer issue alerts around the clock and respond promptly

Manage and own the ticketing system, ensuring timely updates and resolutions

Troubleshoot Kubernetes-related issues such as ingress, SSO, and other integrations

Escalate issues to the appropriate teams with clear documentation, logs, and context

Reproduce, investigate, and document bugs for RD

Maintain and expand the support knowledge base

Identify and communicate recurring issues to drive product improvements

Strong, hands-on Kubernetes troubleshooting experience (kubectl, Helm, networking)

Familiarity with cloud-native environments, including EKS, GKE, AKS, IAM, and cloud networking concepts

Proven ability to work under pressure while maintaining clear, concise communication

Detail-oriented and SLA-driven mindset

Prior experience supporting technical platforms in production environments