Technical Support Engineer

Job Description

ScaleOps is redefining autonomous cloud and AI infrastructure. We're on a mission to free DevOps and platform engineers from manual resource management so they can focus on innovation, not tuning resources. The results: maximized performance and a reduction of cloud costs by up to 80%.

As the category leader in Autonomous Cloud and AI Infrastructure Resource Management, we're trusted by leading enterprises including Adobe, Wiz, Epic Games, Northwestern Mutual, Coinbase, DocuSign, and Fortune 100 companies to autonomously manage their most critical production environments.

Backed by Insight Partners, Lightspeed Venture Partners, and other leading VCs with over $210M in funding, ScaleOps is the leading player in a massive and growing market. We are building the autonomous infrastructure management platform that will power the next decade of enterprise compute.

What You'll Be Doing

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 R&D

- Maintain and expand the support knowledge base

- Identify and communicate recurring issues to drive product improvements

What You'll Bring

- 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