Customer Support Engineer

Datafy.io; New Jersey; On-site; USD 80,000 - 120,000; Full time

Job summary

Datafy.io in New Jersey seeks a technical support engineer to be the first technical contact for customers using Datafy's EBS Autoscaler in their AWS production environments. You will troubleshoot across AWS services, Linux, storage and Kubernetes, and provide clear, actionable reports to Engineering.

Additionally, you will support onboarding, deployments and POCs with Sales and Customer Success, monitor environments to flag risks, own the support queue, take part in on-call rotation and help

Qualifications

• 3+ years in technical support, support engineering, SRE or DevOps for a SaaS or infrastructure product.
• Hands-on AWS experience, especially EC2, EBS and IAM. AWS certification is an advantage.
• Strong Linux skills and a solid grasp of storage fundamentals such as volumes and file systems.
• Working knowledge of Kubernetes, with familiarity with Terraform or Helm as an advantage.
• Scripting skills in Python or Bash.
• Clear, calm communication with customer engineers, including during production incidents.
• Comfort working in an early-stage environment with high ownership, and with being on call.

Responsibilities

• Be the first technical point of contact for customers running Datafy's EBS Autoscaler in their AWS production environments.
• Troubleshoot issues across AWS (EC2, EBS, IAM, CloudWatch), Linux, storage and Kubernetes, then reproduce, debug and escalation to Engineering with clear, actionable reports.
• Support onboarding, deployments and POCs alongside Sales and Customer Success, so that evaluations move smoothly into production.
• Monitor customer environments and flag risks before they become incidents.
• Own the support queue and response-time commitments, and take part in an on-call rotation.
• Build and maintain the knowledge base, runbooks and customer-facing documentation.
• Share patterns from the field with Product and Engineering to improve reliability and ease of deployment.

Skills

AWS experience

Linux

Kubernetes

Python or Bash

Communication during incidents

On-call readiness

Job description

• Be the first technical point of contact for customers running Datafy's EBS Autoscaler in their AWS production environments.
• Troubleshoot issues across AWS (EC2, EBS, IAM, CloudWatch), Linux, storage and Kubernetes, then reproduce, debug and escalation to Engineering with clear, actionable reports.
• Support onboarding, deployments and POCs alongside Sales and Customer Success, so that evaluations move smoothly into production.
• Monitor customer environments and flag risks before they become incidents.
• Own the support queue and response-time commitments, and take part in an on-call rotation.
• Build and maintain the knowledge base, runbooks and customer-facing documentation.
• Share patterns from the field with Product and Engineering to improve reliability and ease of deployment.

• Be the first technical point of contact for customers running Datafy's EBS Autoscaler in their AWS production environments.
• Troubleshoot issues across AWS (EC2, EBS, IAM, CloudWatch), Linux, storage and Kubernetes, then reproduce, debug and escalation to Engineering with clear, actionable reports.
• Support onboarding, deployments and POCs alongside Sales and Customer Success, so that evaluations move smoothly into production.
• Monitor customer environments and flag risks before they become incidents.
• Own the support queue and response-time commitments, and take part in an on-call rotation.
• Build and maintain the knowledge base, runbooks and customer-facing documentation.
• Share patterns from the field with Product and Engineering to improve reliability and ease of deployment.

Requirements:

• 3+ years in technical support, support engineering, SRE or DevOps for a SaaS or infrastructure product.
• Hands-on AWS experience, especially EC2, EBS and IAM. AWS certification is an advantage.
• Strong Linux skills and a solid grasp of storage fundamentals such as volumes and file systems.
• Working knowledge of Kubernetes, with familiarity with Terraform or Helm as an advantage.
• Scripting skills in Python or Bash.
• Clear, calm communication with customer engineers, including during production incidents.
• Comfort working in an early-stage environment with high ownership, and with being on call.