Our client is a fast‑growing international software company building high‑performance developer infrastructure used by teams around the world. To support their expanding customer base, were looking for a Senior Customer Support Engineer to take ownership of complex technical issues, guide customers through challenging scenarios, and help shape a world‑class support function.
This is a high‑impact role for someone who thrives in a technical environment, enjoys problem‑solving, and wants to be part of a modern, engineering‑driven organization.
What You'll Do
Technical Support & Troubleshooting
- Act as the primary technical contact for customers across EMEA
- Diagnose and resolve complex issues spanning infrastructure, cloud environments, and backend systems
- Investigate customer‑reported problems, reproduce scenarios, and collaborate with engineering to drive resolutions
Customer Success & Guidance
- Help customers get the most out of the platform by providing best‑practice guidance and technical recommendations
- Communicate clearly with both technical and non‑technical stakeholders, ensuring a smooth and positive support experience
Cross‑Functional Collaboration
- Work closely with engineering and product teams to escalate issues, share insights, and influence product improvements
- Contribute to internal tooling, workflows, and automation to streamline support operations
Documentation & Enablement
- Create and maintain high‑quality documentation for internal teams and customers
- Identify recurring issues and propose improvements to reduce friction and enhance product reliability
Operational Excellence
- Participate in an on‑call rotation to ensure timely responses to critical issues
- Help shape support processes as the company scales, bringing structure, clarity, and continuous improvement
What You Bring
- Strong experience in a customer‑facing technical support, DevOps, SRE, or infrastructure‑focused role
- Solid proficiency in Python or a similar programming language
- Hands‑on experience with Kubernetes and managing workloads in cloud environments (AWS, GCP, or Azure)
- Ability to troubleshoot distributed systems, cloud services, and backend components
- Excellent communication skills and the ability to translate complex technical topics into clear explanations
- Familiarity with modern search, data, or database technologies is a plus
- A proactive, ownership‑driven mindset and comfort working in a fast‑moving environment
- Must be based in the EMEA region
Why This Role Stands Out
- Join a remote‑first, international team working on cutting‑edge developer technology
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