Description
Shield is a global startup, with offices in TLV, NYC, LDN, and LIS. We're rapidly growing and looking for another important piece of the puzzle. Is it you?
We are looking for an experienced Technical Support Engineer with strong application and infrastructure troubleshooting expertise to serve as the primary technical support resource for our APAC region customers. This role combines deep technical knowledge with a customer support focus, ensuring customers can successfully operate Shield reliably in production. You'll work closely with customers' IT departments and our DEV teams to diagnose and resolve complex technical issues.
What you'll do
- Provide expert technical support for Shield deployments across APAC time zones as part of the global support team.
- Troubleshoot Application impacting issues covering different application and infrastructure dimensions.
- Support customers with integration challenges and troubleshoot data flows between Shield and external systems.
- Proactively monitor customer environments using Prometheus, Grafana, and other observability tools to identify potential issues.
- Break down complex technical issues and escalate clearly to R&D with supporting data, logs, and analysis.
- Document all customer interactions, solutions, and technical patterns in the ticketing system and knowledge base.
- Collaborate with DEV, Product, and Operations teams to resolve customer issues and improve platform reliability.
- Act as the regional technical escalation point for complex incidents and infrastructure issues.
- Respond to customer technical support requests via ticketing system in a timely and professional manner.
Requirements
Experience and skills
Required
- 2-4 years of experience in Technical Support (L1 and L2), DevOps Support, or Site Reliability Engineering – MUST.
- Customer-facing technical support in SaaS or enterprise environments.
- Strong knowledge of Kubernetes from a troubleshooting and operational perspective.
- Hands-on experience with cloud infrastructure (AWS) and cloud-native technologies.
- Solid understanding of Linux/Windows operating systems and system administration.
- Expert-level troubleshooting and root cause analysis skills for complex application and infrastructure issues.
- Strong knowledge of observability and monitoring tools (Prometheus, Grafana, and Groundcover).
- Deep understanding of APIs, integrations, and data pipeline architectures (ETL, webhooks, message queues).
- Strong troubleshooting, analytical, and problem-solving skills.
- Superb written and verbal communication skills in English, with ability to explain technical concepts clearly.
- Ability to multitask, prioritize effectively, and work both independently and as pa