Senior Support Engineer - Platform Security & Kubernetes

Madrona Venture Labs; San Francisco (CA); On-site; USD 120,000 - 170,000; Full time

Benefits offered by this job

Competitive salary with bonuses

Comprehensive benefits

Flexible work arrangements

Job summary

Madrona Venture Labs is seeking an experienced Customer Support Engineer to act as Tier 2 support for its growing customer base. You will be the technical expert helping customers operationalize the Application Protection Platform in complex production environments.

You will escalate complex issues, guide deployment with Kubernetes and API gateways, and work with engineering on critical incidents to improve platform reliability.

Qualifications

• 5+ years of systems administration experience focusing on production operations and troubleshooting.
• Deep expertise with Kubernetes including networking and service mesh troubleshooting.
• Strong knowledge of API gateways and proxies (Nginx, Envoy, Kong) and performance tuning.
• Experience with eBPF technology and kernel-level debugging for network/security apps.
• Proficiency with monitoring/observability tools, particularly Datadog.
• Understanding of modules, plugins, and extensibility for network components.
• Ability to troubleshoot complex service interruptions in distributed systems.
• Excellent customer-facing communication; ability to explain complex concepts clearly.

Responsibilities

• Provide Tier 2 technical support for complex installation, configuration, and operational issues.
• Troubleshoot service interruptions and performance problems in customer production environments.
• Guide customers through advanced deployment scenarios involving Kubernetes, service meshes, and API gateways.
• Analyze system performance using monitoring tools to identify optimization opportunities.
• Collaborate with engineering teams to resolve platform issues and implement improvements.
• Lead customer implementation projects for complex deployments.
• Develop advanced troubleshooting guides and operational best practices documentation.
• Contribute to platform reliability improvements based on customer insights.

Skills

Systems administration

Kubernetes expertise

API gateways knowledge

eBPF/kernel debugging

Datadog monitoring

Observability

Incident response

Customer-facing communication

Problem solving

Tools

Kubernetes

Nginx

Envoy

Kong

Datadog

eBPF

Job description

Madrona Venture Labs is seeking an experienced Customer Support Engineer to act as Tier 2 support for its growing customer base. You will be the technical expert helping customers operationalize the Application Protection Platform in complex production environments.

You will escalate complex issues, guide deployment with Kubernetes and API gateways, and work with engineering on critical incidents to improve platform reliability.