Lead Technical Support Engineer - AI Infra & Kubernetes

Rafay Systems

Northern (KY)

On-site

USD 120,000 - 160,000

Full time

13 days ago

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Benefits offered by this job

Competitive compensation

Comprehensive benefits

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Job summary

Rafay Systems is seeking a Lead Technical Support Engineer to own complex, high-impact customer issues. This technical leadership role spans Kubernetes, networking, public cloud, virtualization, and the Rafay platform.

You will mentor engineers, partner with Customer Success, Product, and Engineering, drive root-cause analysis, and improve support processes. Strong communication and ownership are essential in Rafay's fast-paced environment.

Qualifications

7+ years in a customer-facing technical role (Tech Support/SRE/DevOps).
Hands-on Kubernetes and cloud-native troubleshooting across multiple clouds.
Experience with DNS, routing, firewalls, and virtualization (VMware vSphere, OpenStack).
Proficient in Helm, Terraform, and Prometheus.
Proven experience managing enterprise customer escalations and high-severity issues.
Excellent written and verbal communication; ability to explain complex issues clearly.

Responsibilities

Own critical customer and partner escalations across Rafay platform.
Lead troubleshooting, root-cause analysis, and resolution across Kubernetes, cloud, networking, and virtualization environments.
Reproduce customer issues and work with Engineering/Product on defects and improvements.
Mentor support engineers and share knowledge and best practices.
Create and maintain knowledge base content and technical documentation.
Participate in on-call rotation for urgent incidents.