Senior Technical Support Engineer (EMEA)

Join our dynamic team as a Senior Technical Support Engineer (EMEA). In this role, you will be a key technical resource for our enterprise customers, diagnosing and resolving complex issues related to cloud infrastructure, networking, and security. You will collaborate with cross-functional teams to ensure seamless customer experiences and provide advanced technical support via phone, email, chat, and remote sessions. Additionally, you will assist in the deployment and optimization of customer environments, mentor junior team members, and stay abreast of emerging technologies. Enjoy a flexible work environment, growth opportunities, and an inclusive and diverse team culture.

• Diagnosing and resolving complex issues related to cloud infrastructure, networking, and security for enterprise customers.
• Collaborating with cross-functional teams to ensure seamless customer experiences, leveraging expertise in Linux, containerization, and cloud technologies.
• Providing advanced technical support to enterprise customers via phone, email, chat, and remote sessions, troubleshooting issues across cloud, networking, and infrastructure domains.

• 5+ years of relevant industry experience in technical support, systems administration, or cloud operations, ideally in an enterprise-level environment (e.g., supporting large-scale deployments for Fortune 500 clients)
• This position requires a proactive self-learner who thrives in fast-paced enterprise environments and can handle escalated support tickets with minimal supervision
• Experience equivalent to a junior cloud administrator role in an enterprise setting, managing multi-tenant environments, resource allocation, and compliance requirements
• Solid understanding of cloud platforms (e.g., AWS, Azure, or GCP) and Infrastructure as Code (IaC) tools like Terraform, Ansible, or CloudFormation, with experience provisioning and managing cloud resources
• We are seeking a motivated Mid to Senior Level Enterprise Technical Support Engineer with 5+ years of hands-on industry experience to join our high-performing support team
• Hands-on experience with Docker and containerization technologies, such as building, deploying, and managing containerized applications in orchestrated environments (e.g., Kubernetes or similar)
• Background in cybersecurity, including knowledge of threat detection, vulnerability management, encryption standards, and compliance frameworks (e.g., SOC 2, GDPR)
• Familiarity with identity management systems, including Role-Based Access Control (RBAC), Single Sign-On (SSO) protocols (e.g., OAuth, SAML), and directory services (e.g., Active Directory, LDAP)
• Basic understanding of database concepts, including relational and schemaless databases (e.g., SQL vs. NoSQL), schema design, querying, and basic administration tasks
• Strong proficiency in Linux administration, including server configuration, performance tuning, security hardening, and troubleshooting in production environments
• Basic scripting skills in languages such as Bash, Python, or PowerShell for automation of routine tasks, diagnostics, and simple workflow enhancements
• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field (or equivalent professional experience)
• Demonstrated self-learning ability, evidenced by personal projects, home labs, certifications (e.g., AWS Certified Solutions Architect, Linux+, or equivalent), or contributions to open-source communities, with a track record of adapting to new technologies independently
• In-depth knowledge of networking fundamentals, including TCP/IP, firewalls, VPNs, load balancers, and network troubleshooting tools (e.g., Wireshark, tcpdump)
• Proven experience integrating and troubleshooting APIs, including RESTful services, authentication mechanisms, and API-driven automations in enterprise applications
• Familiarity with observability tools like Datadog, including monitoring, logging, and alerting for distributed systems to enhance system reliability and performance
• Basic experience with managed database services such as Amazon RDS, including setup, backups, scaling, and query optimization
• Full-stack coding proficiency in languages like Python, JavaScript, or Go, with experience developing custom tools or scripts for support automation