Platform Support Engineer

physicsx; United States; Hybrid; USD 85,000 - 120,000; Full time

Benefits offered by this job

Equity options

Health insurance

401(k)

Paid leave

Annual leave

Team lunch

Development support

Wellbeing program

Flexible spending account

Job summary

physicsx is seeking a Cloud Platform Support Engineer for a hybrid role in NYC. You will Own technical issues from first report through resolution across Kubernetes environments, infrastructure, and customer setups, while helping shape the support practices.

Responsibilities include triage, diagnosis, escalation, and documenting runbooks. You’ll collaborate across SaaS, hosted, and air-gapped deployments with a strong emphasis on clear communication and incident response.

Qualifications

• Clear communication with technical and non-technical stakeholders, including during incidents.

Responsibilities

• Triage requests, assess severity, investigate causes, and manage issues through closure.

Skills

Kubernetes

Linux fundamentals

GitOps

Incident management

Cloud networking

Communication

Tools

Argo CD

Helm

Docker

YAML

EKS/AKS

Job description

Role overview

Own technical issues from first report through resolution for enterprise customers and internal users of a cloud platform. You’ll investigate problems across the application, Kubernetes environments, infrastructure, and customer setups, resolving what you can and coordinating clear, evidence-based escalations when needed. The support function is being established, so the role also helps define its practices.

Responsibilities

• Triage requests, assess severity, investigate likely causes, and manage issues through closure.
• Diagnose workloads and platform behavior using Kubernetes, Linux, containers, cloud services, logs, metrics, and alerts.
• Escalate with a concise account of evidence, timeline, checks performed, and recommended next steps; follow incident response and review processes.
• Make lasting environment changes through reviewed Git workflows, and document any urgent operational action.
• Keep customers and colleagues informed, including coaching users through remote troubleshooting in restricted or air-gapped environments.
• Create runbooks, identify recurring problems for product teams, and help prioritize work across SaaS, hosted, and air-gapped deployments.

Requirements

• Clear communication with technical and non-technical stakeholders, including during incidents.
• Sound troubleshooting, prioritization, and escalation judgment; able to stay composed and know when to seek help.
• Practical Kubernetes investigation skills and strong Linux fundamentals.
• Familiarity with GitOps principles, source control, reviewed changes, and environment promotion.
• Understanding of cloud networking, compute, storage, and identity access, plus comfort reading operational signals.
• Flexibility to collaborate across teams and adapt as a new support function evolves.

Nice to have

• Experience with incident management, severity classification, and post-incident reviews.
• Hands-on knowledge of Argo CD, Helm, Docker, YAML, or managed Kubernetes services such as EKS or AKS.
• Experience supporting SaaS, VPC-hosted, or air-gapped environments and writing operational runbooks.

Benefits and work setup

• Hybrid work from a New York City office three days per week, with planned evening coverage and a weekend rota.
• Equity options
• A 401(k) contribution
• Health insurance
• Paid leave
• Annual leave
• A weekly team lunch
• Development support
• A subsidized wellbeing program
• A flexible spending account