Senior Technical Support Engineer

• Full Time
• Remote
• 4 months ago

Rafay is seeking a high performing, problem solver and innovator to join our growing support team as a Senior Technical Support Engineer. You will work with Rafay’s world-class customers to troubleshoot and solve issues across the latest cloud native technologies, integrations and native Rafay platform.  The ideal candidate will have solid understanding of networking, public cloud, and virtualization platforms.

You will work closely with the Rafay Customer Success and Engineering teams to deliver solutions to complex issues, all the while delivering best in class support to our customers.   If you are a self-motivated team player who is eager to learn and can change direction quickly, we encourage you to apply.

Roles and Responsibilities:

• Designated/Named point of contact for critical application support issues, able to handle many complicated issues related to customer/partners partner concerns
• Escalation point to support critical issues involving solving technical issues and resolving data/configuration issues
• Mentor junior team members
• Review, troubleshoot, document, and resolve technical issues raised by Rafay customers
• Respond to customer issues within documented Service Level Agreements, while managing customer expectations and understanding potential business impact to the customer
• Reproduce customer reported issues and accurately report product defects and feature requests to the product team
• Act as the customer advocate and escalate issues as necessary to expedite solutions and outcomes
• Become a subject matter expert on the Rafay platform, and stay up to date on new features and releases
• Create knowledge base articles for internal and external audiences
• Ability to work independently and as a team
• Participate in on-call rotation for urgent customer escalations, including some weekends

Minimum Qualifications: 

• 7+ years of experience in a customer-facing technical role
• Excellent communication (written and oral) and interpersonal skills
• Proven ability to communicate clearly and concisely on complex technical topics
• Excellent troubleshooting skills (network communications, virtualization platforms (vSphere, Open Stack), and public cloud platforms (AWS, Google Cloud Platform, Azure, etc)
• Prior customer support experience and use of customer support tools (Jira, Confluence, Zendesk, etc.)
• Bachelor’s degree in Computer Science, or related field; or equivalent experience
  

Preferred Qualifications:

• Familiarity with the CNCF technology landscape, and ability to quickly learn new technologies and solutions.
• Certified Kubernetes Administrator (CKA) a plus
• Ability to work under pressure

The US base salary range for this full-time position is $105,000-$120,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location.

WHY JOIN RAFAY

Rafay is at the forefront of Kubernetes technology and we offer unique opportunities to join a winning team working on a foundational technology for the cloud and micro-services. We work in a collaborative environment that rewards creative thinking and provides opportunities to advance professional careers in advanced technology development. On top of this, we offer a solid work/life balance, a fun and dynamic work environment, a competitive salary, robust benefits and attractive stock options. As the first of our kind, we are truly in a class of our own.