Support Engineer

Antithesis; Vienna (VA); On-site; Full time

Benefits offered by this job

Access to top-tier tools

Collaborative work environment

Impactful work from day one

Job summary

A tech company in Virginia is seeking a Support Engineer to manage customer support requests and troubleshoot technical issues. The ideal candidate will have experience in technical support, proficiency in Linux and Docker, and strong communication skills. As a key player, you will be involved in resolving complex customer inquiries and improving the knowledge base. The company offers a collaborative work environment and impactful work from day one.

Qualifications

• Experience in a technical support or customer-facing technical operations role.
• Proficiency in Linux environments and bash/shell scripting.
• Working knowledge of a scripting language like Python or Javascript.

Responsibilities

• Handle customer support requests that lack prescribed instructions.
• Determine the proper escalation path for novel issues.
• Use scripting languages to investigate customer issues.

Skills

Technical support experience

Proficiency in Linux environments

Containerization/Docker knowledge

Bash/shell scripting

Strong written communication

Tools

Docker

Kubernetes

SQL

Job description

About Antithesis

We’re on a mission to redefine how modern distributed systems are tested and released. Our platform is trusted by engineering teams who demand rock-solid reliability, scalable performance, and deep technical visibility. Our platform doesn’t just assure system correctness and reliability, it exists because developers need something better. If you’ve ever experienced the pain of a production outage, had a bad week on-call, or had a release delayed by weeks because of one killer bug – you’ll understand exactly why we’re doing what we do. If you're passionate about developer-first products, system resilience, and correctness, we’d love to talk.

About the Role

Our Support Engineers are the first escalation for customer support requests. They are experts of the Antithesis platform, and they have the skills to resolve requests that lack prescribed instructions in our external documentation or internal knowledge base. For requests that exceed their scope, they possess the technical expertise to route them to the correct internal teams. When not handling escalations, they ensure requests are acknowledged, qualified, triaged, and driven to resolution while keeping stakeholders informed.

What You’ll Do

• Handle customer support requests that lack prescribed instructions in our external documentation or internal knowledge base

• Determine the proper escalation path for novel issues after performing diagnostics and troubleshooting

• Use scripting languages to investigate customer issues

• Own customer support requests end-to-end: first response, qualification, triage, escalation management, resolution tracking, and communication

• Contribute to the continuous improvement of the knowledge base by identifying gaps and suggesting updates based on request patterns

• Respond to automated system alerts, taking steps to raise stakeholder awareness and begin the resolution process

• Communicate clearly and professionally with customers’ technical team members

What We’re Looking For

• Experience in a technical support, help desk, or customer-facing technical operations role (or equivalent)

• Proficiency in Linux environments, containerization/Docker, and bash/shell scripting

• Working knowledge of a scripting language (e.g. Javascript, Python)

• Strong written communication skills and comfort communicating with customers’ engineers

• Eagerness to develop deep product expertise in an innovative and technically sophisticated platform

• Willing to work on-site five days a week

• Bonus points:

  • Experience with software testing / quality assurance

  • Kubernetes

  • Querying data (via SQL, NoSQL, or other query engines)

Why Join Us?

• Make a measurable impact from day one

• Collaborate with a fast-moving team that values autonomy and results

• Help shape the growth strategy at a pivotal stage

• Access to top-tier tools and leadership support

• Get a genuinely revolutionary software product into users’ hands

Equal Opportunity Statement

We are an equal opportunity employer and value a diverse, inclusive workplace. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital or veteran status, pregnancy, disability, or any other protected characteristic. We are committed to providing reasonable accommodations throughout the application and employment process.