Solutions Support Engineer - US East

Ladders; United States; A distancia; USD 126.000 - 172.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Comprehensive health and wellness

Flexible work arrangements

Professional development opportunities

Employee equity options

Generous paid time off and holidays

Descripción de la vacante

Ladders is seeking a Solutions Support Engineer - US East to join a leader in IT. This role focuses on delivering high-touch technical support for a cloud security platform, partnering with customers, product, and engineering teams to resolve complex issues.

You will own incident intake, troubleshooting, escalation, and after-hours coverage while helping scale support operations through automation. Strong cloud, Kubernetes, and scripting knowledge are required, with the ability to translate

Formación

• Minimum 5 years hands-on experience in customer support or related roles.
• 2+ years of hands-on experience with cloud technologies (Azure, AWS, GCP).
• 1+ years experience with Kubernetes clusters and custom applications.
• Experience debugging code in Java, Python, Shell, JavaScript, or JSON.
• Proficient with command-line tools and Linux environments.
• Must meet U.S. person definition under EAR and ITAR regulations.

Responsabilidades

• Provide technical customer support for the company’s platform.
• Troubleshoot and resolve customer technical issues collaboratively.
• Identify and upscale complex cases as needed.
• Manage incident requests to product or engineering teams.
• Design and implement scalable support solutions through automation.
• Participate in an on-call support rotation for after-hours coverage.

Conocimientos

Customer support experience

Cloud technologies (Azure/AWS/GCP)

Kubernetes

Programming/scripting (Java/Python/Sov

Descripción del empleo

For our client, we are seeking a Solutions Support Engineer - US East to join the team of a leader in the Information Technology space.

This role will focus on delivering high-touch technical support for a cloud security platform, partnering closely with customers, product, and engineering teams to resolve complex issues.

You will own incident intake, troubleshooting, escalation, and after-hours support coverage while helping improve the scalability of support operations through automation.

The position requires strong cloud, Kubernetes, and scripting knowledge, along with the ability to translate technical issues into clear next steps for both internal teams and customers.

Location: Remote

Compensation: $126,000 – $172,000 annually

Responsibilities

• Provide technical customer support for the company’s platform


• Troubleshoot and resolve customer technical issues collaboratively


• Identify and upscale complex cases as needed


• Manage incident requests to product or engineering teams


• Design and implement scalable support solutions through automation


• Participate in an on-call support rotation for after-hours coverage

Qualifications

• Comfortable working 9-6 EST


• 5+ years of hands-on experience in customer support or related roles


• 2+ years of experience with cloud technologies, including Azure, AWS, and GCP


• 1+ years of experience with Kubernetes clusters and custom applications


• Experience debugging code in Java, Python, Shell, JavaScript, or JSON


• Proficient with command-line tools and Linux environments


• Must meet U.S. person definition under EAR and ITAR regulations

Benefits

• Comprehensive health and wellness programs


• Flexible work arrangements


• Professional development opportunities


• Employee equity options


• Generous paid time off and holidays

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.