Senior Technical Support Engineer – AI Infra & Cloud

Rafay; San Francisco (CA); On-site; USD 140,000 - 180,000; Full time

Benefits offered by this job

Stock options

Comprehensive benefits

Career mentorship

Job summary

Rafay is seeking a Lead Technical Support Engineer to own complex customer escalations and drive critical issues to resolution. You will collaborate with Customer Success, Product, and Engineering while mentoring the team and improving support processes.

The role requires deep expertise in Kubernetes, cloud platforms, and enterprise customer engagements, with on-call responsibilities and a focus on high-severity incidents.

Qualifications

• Seven-plus years in a customer-facing technical role such as Technical Support, SRE, DevOps, or Cloud Engineering.
• Strong hands-on troubleshooting across Kubernetes and cloud-native environments.

Responsibilities

• Own critical customer and partner escalations across application, infrastructure, networking, and Rafay platform.
• Lead troubleshooting, RCA, and resolution across Kubernetes, public cloud, networking, and virtualization.
• Mentor engineers, conduct case reviews, and share best practices.

Skills

Kubernetes

Escalations management

Mentoring

Communication skills

Cloud-native architectures

Root-cause analysis

Education

Bachelor’s degree in CS or related field

Tools

Jira

Confluence

Zendesk

Prometheus

Terraform

Helm

Job description

Rafay is seeking a Lead Technical Support Engineer to own complex customer escalations and drive critical issues to resolution. You will collaborate with Customer Success, Product, and Engineering while mentoring the team and improving support processes.

The role requires deep expertise in Kubernetes, cloud platforms, and enterprise customer engagements, with on-call responsibilities and a focus on high-severity incidents.