Support and troubleshoot complex technical issues for a cloud-commerce platform serving large service providers, distributors, and managed service providers. Own end-to-end incident resolution, collaborate with developers and product teams, and leverage AI tools to enhance support processes. Requires 3+ years of Linux administration, networking, and database expertise with strong problem-solving and communication skills.
Key Highlights
End-to-end ownership of customer-facing technical support incidents for a cloud-commerce platform
Collaboration with developers, product teams, and account managers to resolve complex issues
Leverage AI tools to improve troubleshooting, automation, and documentation in a remote-first, AI-first organization
Key Responsibilities
Own technical support tickets end-to-end, investigating customer-reported incidents and delivering effective solutions
Provide clear guidance on product functionality, configuration, best practices, and technical processes to customers
Diagnose complex issues using Linux administration, system logs, monitoring tools, networking concepts, databases, and APIs
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Technical Skills Required
Linux Administration
Networking
SQL
Benefits & Perks
Remote-first work environment with globally distributed teams
Competitive compensation benchmarked against the markets where employees are hired
Flexible working arrangements within core team hours
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Nice to Have
Experience with Java, Python, or C++
Kubernetes experience
Customer-focused mindset and willingness to continuously learn new technologies
Job Description
This is a customer-facing technical support role focused on maintaining the reliability and usability of a cloud-commerce platform serving large service providers, distributors, and managed service providers. You will own customer-impacting incidents from initial investigation through resolution, while keeping customers informed throughout the process. The role combines Linux administration, networking, databases, APIs, troubleshooting, and cloud technologies in a technically diverse environment. You will work closely with developers, product teams, and account managers to resolve complex issues and identify root causes. As part of a remote-first and AI-first organization, you will have opportunities to use modern AI tools to improve troubleshooting, automation, and documentation. The role offers meaningful ownership, continuous learning, and the chance to directly improve customer experience at scale.
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