Technical Support Engineer- USA
About The Position
ScaleOps, the leader in real-time automated cloud resource management, is revolutionizing how DevOps teams manage their cloud-native application infrastructures. Backed by venture capital and software industry titans, ScaleOps’ platform removes the organizational friction between application owners and DevOps teams by fully automating the resource management process to meet real-time demand.
The ScaleOps platform dynamically manages the application’s resource allocation, eliminating the need for manual intervention. The result is improved application performance, 60%- 80% cloud cost savings, and a fully automated allocation process.
With well over $80 million in backing, ScaleOps has seen tremendous business growth, attracting global industry leaders to its customer base. ScaleOps automatically manages the production environments of over 50 enterprises, including Wiz, CATO Networks, Outreach, SentinelOne, Maxar, Playtika, Orca Security, EQ Bank, Outbrain, PayU, and Noname.
About The Role
As a Technical Support Engineer at ScaleOps, you will be the first line of defense for resolving complex technical issues that go beyond platform usage. You’ll be responsible for monitoring, triaging, and resolving customer-reported incidents, ensuring problems are addressed within defined SLAs. You will collaborate closely with R&D, Customer Success, and Product to help improve the platform based on recurring customer issues.
What You Will Be Doing:
- 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 24/7 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.
Requirements
- 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 and concise communication.
- Detail-oriented and SLA-driven mindset.
- Prior experience supporting technical platforms in production environments.
