Senior Support Engineer

Responsibilities

• Work directly with customers on their implementation of Kubecost to solve key architecture questions and challenges 
• Efficiently and proactively resolve ongoing technical issues for customers, using independent problem-solving skills to track down answers and employing unassailable judgment to escalate tickets where appropriate
• Become a specialist in our product features and troubleshoot them through testing and collaboration with others
• Identify areas of improvement for our support ecosystem (ex. documentation, guides, open source tools, etc) and write clear, user-friendly documentation to aid our customers
• Take the lead on developing and improving our support processes and systems, laying the foundation for a world-class support organization
• Champion the value and benefits of Kubecost to customers and prospects
• Work directly with the founding team and engineers to influence the product and its roadmap
• Contribute code where you see an opportunity

Requirements:

• Team player mindset that embraces the challenge of solving complex problems with both technical + soft skills
• High degree of personal responsibility and responsiveness, with a proactive, flexible, and solution-oriented approach
• Demonstrable clarity of thought and the ability to independently navigate ambiguous situations and achieve results
• Availability during our support hours (currently 9am-8pm Eastern Time)
• Experience with at least one of the main cloud providers (AWS, GCP or Azure)
• Experience with Kubernetes, comfort with related terminology, and an eagerness to learn more
• Experience with or a general understanding of the following projects: Helm, Prometheus, Thanos, Grafana, Rancher, CoreOS, Docker, DuckDB and ability to quickly learn
• Outstanding written and verbal communication skills, professional and friendly demeanor, and comfort interacting with customers via email, Slack, phone, and video