Senior Technical Support Engineer

Jobgether; United States; Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Fully remote in the United States

Work with international teams

Open-source cloud tech exposure

Career growth in a global organization

Job summary

Jobgether is seeking an experienced technical support engineer to deliver L2/L3 assistance for cloud infrastructure products and operator platforms. You will troubleshoot complex network, Linux, and cloud issues, perform log analysis, and ensure customer environments stay stable and secure.

The role emphasizes mentoring, knowledge sharing, and collaboration with distributed teams across multiple regions. This is a fully remote, US-based position offering growth in a global support organization.

Qualifications

• Bachelor's degree in CS/Engineering or related field.
• Previous customer-facing technical support experience.
• Strong troubleshooting skills for complex issues.
• Solid networking knowledge: switches, routing, firewalls.
• Experience with Linux environments.
• Excellent written and verbal English communication.

Responsibilities

• Provide L2/L3 technical support for cloud infrastructure products and operator suites.
• Investigate, troubleshoot, and resolve complex technical issues.
• Perform log debugging and root-cause analysis.
• Monitor and support customer KPIs and SLAs.
• Execute software upgrades and security patching.
• Lead emergency recovery during outages.
• Document solutions and best practices in knowledge base.
• Mentor engineers and share knowledge across teams.
• Collaborate with engineers across product lines and locations.

Skills

Troubleshooting

Networking

English communication

Customer-facing experience

Team collaboration

Time management

U.S. citizenship

Linux

Education

Bachelor's degree in Computer Science/Engineering or related field

Tools

Docker

Kubernetes

ELK stack

Job description

Accountabilities

In this role, you will deliver advanced technical support for cloud infrastructure products and operator platforms, ensuring customer environments remain stable, secure, and operational. Your responsibilities will include:

• Provide L2/L3 technical support for cloud infrastructure products and operator suites.
• Investigate, troubleshoot, and resolve complex technical issues involving networking, Linux systems, and cloud environments.
• Perform in-depth log debugging and analysis to identify root causes and recommend effective solutions.
• Monitor and support customer KPIs and service-level agreements (SLAs).
• Execute software upgrades, maintenance activities, and security patching.
• Lead emergency recovery efforts and coordinate technical responses during service outages.
• Maintain and support customer laboratory environments.
• Document troubleshooting procedures, technical solutions, and best practices in the knowledge base.
• Mentor and train other engineers, contributing to technical knowledge sharing across the team.
• Collaborate with engineers and technical specialists across multiple product lines and international locations.

Requirements

The ideal candidate combines strong technical troubleshooting capabilities with a customer-focused mindset and the ability to perform effectively in demanding support environments. You should bring:

• A Bachelor's degree in Computer Science, Engineering, or a related technical field.
• Previous experience in customer-facing technical support roles.
• Strong troubleshooting and problem-solving skills, particularly when handling complex technical issues.
• Solid L2/L3 networking knowledge, including network stacks, switching, routing, and firewalls.
• Practical experience working with Linux environments.
• Advanced written and verbal communication skills in English.
• The ability to manage and prioritize multiple customer issues in dynamic, high-pressure situations.
• Strong communication and collaboration skills when working with customers and distributed technical teams.
• U.S. citizenship is mandatory.
• Hands-on experience with Docker and Kubernetes.
• Familiarity with the ELK stack.
• Previous experience working with telecommunications providers.

Benefits

• Fully remote position based in the United States.
• Opportunity to work with cutting-edge cloud infrastructure technologies built on open-source platforms.
• Collaboration with international engineering and technical teams across the United States, Canada, China, Costa Rica, Romania, and other regions.
• Opportunities to innovate, share expertise, and contribute to complex technical projects.
• Professional growth opportunities within a global technical support organization.
• Possibility to mentor colleagues and strengthen technical leadership skills.
• An inclusive and respectful working environment that values diversity, equal opportunity, and individual contributions.