Senior Support Engineer

Eon.io; San Francisco (CA); Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Equity Participation (RSUs!)

401K match

Paid Parental Leave

Medical, dental, and vision options

Vibrant office with meals and events

Home office setup for remote employees

Job summary

Eon is seeking a Senior Support Engineer to join our global team and deliver exceptional technical support for the Cloud Backup Posture Management (CBPM) platform. You will troubleshoot customer issues, analyze logs, and collaborate with product and engineering to craft timely, reliable solutions.

This role emphasizes automation, cross-team collaboration, and on-call coverage, with opportunities to scale support through tooling.

Qualifications

• 5+ years in technical customer support or related role.
• 2+ years with cloud technologies (Azure, AWS, GCP).
• Experience reading or debugging code (Go, Python, JavaScript).
• Proficiency with Linux and CLI.
• Familiar with REST APIs or GraphQL.
• Understanding of networking fundamentals (TCP/IP, VPNs).
• Knowledge of relational databases.
• Understanding of Cloud security constructs like IAM roles.

Responsibilities

• Provide technical customer support within the Eon product.
• Troubleshoot customer issues using logs, networking, and system administration.
• Identify escalation points technically or strategically and coordinate resolutions.
• Create, maintain, and coordinate incident management requests to product or engineering.
• Design and implement scalable support solutions through automation.
• Participate in on-call rotation for after-hours, holidays, and weekend support.

Skills

Cloud platforms

Go/Python/JavaScript

Linux CLI

DevOps

REST/GraphQL

Networking basics

Databases

IAM security

On-call support

Customer support

Job description

Company Overview

At Eon, we’re transforming cloud backups into useful assets for the first time ever. Backed by prominent investors and industry leaders, our groundbreaking Cloud Backup Posture Management (CBPM) platform offers instant visibility and access across all cloud environments, turning every backup into a searchable, accessible tool. We’re an ambitious, collaborative team driven to redefine what’s possible in cloud technology. Join us, and see how your contributions can directly shape the future of backup.

Company Overview

At Eon, we’re transforming cloud backups into useful assets for the first time ever. Backed by prominent investors and industry leaders, our groundbreaking Cloud Backup Posture Management (CBPM) platform offers instant visibility and access across all cloud environments, turning every backup into a searchable, accessible tool. We’re an ambitious, collaborative team driven to redefine what’s possible in cloud technology. Join us, and see how your contributions can directly shape the future of backup.

Position Overview

As a Senior Support Engineer, you will join a global team dedicated to delivering exceptional technical support. You'll troubleshoot customer issues using logs, networking, system administration, and facilitate documentation updates. When needed, you'll create custom solutions and scale our support offerings through coding and scripting.

Key Responsibilities

• Responsible for technical customer support experience within the Eon product
• Own, troubleshoot, and solve customer technical issues using collaboration, troubleshooting best practices, and transparency within and across teams
• Identify cases that require escalation (either technically or strategically)
• Create, maintain, and coordinate incident management requests to product or engineering
• Design and implement solutions that scale the support offering through automation
• Participate in on-call rotation for after-hours, holiday, and weekend support coverage

Qualifications

• Must be comfortable working 9-6 EST
• 5+ years of hands-on, technical experience in customer support, technical support, system administration, or related customer-facing role
• 2+ years experience with Cloud technologies (Azure, AWS, GCP)
• Experience in reading or debugging code in one or more of the following: Go, Python, JavaScript
• Proficiency with command-line tools and Linux operating system environments
• Experience with DevOps technologies
• Familiar with REST APIs or GraphQL
• Knowledge of basic Web technologies (e.g., HTTP, HTML, DNS)
• Understanding of networking fundamentals (e.g., TCP/IP, Routing, VPNs, VLANs, Peering, Load Balancing)
• Understanding of relational databases
• Understanding of Cloud security constructs like IAM roles

Why Join Us?

• Be part of a passionate and innovative team driving change in the cloud backup space.
• Opportunity for professional growth in a fast-paced startup environment.
• Competitive salary and benefits package.

Eon Benefits

• Equity Participation (RSUs!)
• 401K match
• Paid Parental Leave
• Generous benefits including medical, dental, and vision options available to you
• Vibrant office with meals, happy hours, employee events, and volunteer days
• Home office setup and culture events for remote employees

We’re committed to creating a culture of inclusion and equality – across race, gender, sexuality, and disability – where innovation and growth thrive, every voice is heard, and everybody belongs.