Technical Support Engineer

Shield; New York (NY); On-site; USD 100,000 - 120,000; Full time

Job summary

Shield is seeking an experienced Technical Support Engineer to serve as the primary technical support resource for our US region customers. You will diagnose and resolve complex technical issues across applications and infrastructure, working with customers and Shield teams to ensure reliable production operation.

You will troubleshoot issues, assist with integrations, and monitor customer environments using Prometheus, Grafana, and other tools.

Qualifications

• 2-4 years of experience in Technical Support (L1/L2, DevOps, or SRE).
• Customer-facing technical support in SaaS or enterprise environments.
• Strong Kubernetes troubleshooting and operations skills.
• Experience with AWS and cloud-native technologies.
• Solid Linux/Windows system administration knowledge.
• Expert-level troubleshooting and root cause analysis skills.
• Excellent English communication, written and verbal.
• Willingness to travel for onboarding and ongoing trips.

Responsibilities

• Provide expert technical support for Shield deployments across US time zones.
• Troubleshoot application and infrastructure issues.
• Assist customers with integration and data flow troubleshooting.
• Monitor customer environments using Prometheus, Grafana, and observability tools.
• Break down complex issues and escalate to R&D with data, logs, and analysis.
• Document interactions, solutions, and patterns in the ticketing system.
• Collaborate with R&D, Product, and Operations to resolve issues and improve reliability.
• Act as regional escalation point for complex incidents and infrastructure issues.
• Respond to support requests promptly and professionally.
• Participate in rotating on-call schedule.

Skills

Kubernetes

AWS

Linux/Windows

Observability

APIs & ETL

Root Cause Analysis

Customer support

English communication

Tools

Jira

Confluence

Zendesk

Groundcover

OpenSearch

Job description

Shield is a global startup, with offices in TLV, NYC, LDN, and LIS. We’re growing and looking for another important piece of the puzzle.

Is it you?

We are looking for an experienced Technical Support Engineer with strong application and infrastructure troubleshooting expertise to serve as the primary technical support resource for our US region customers. This role combines deep technical knowledge with a customer support focus, ensuring customers can successfully operate Shield reliably in production. You’ll work closely with customers (on the business and IT side) and with various Shield teams to diagnose and resolve complex technical issues.

What You’ll Do

• Provide expert technical support for Shield deployments across US time zones as part of the global support team.
• Troubleshoot Application impacting issues covering different application and infrastructure dimensions.
• Support customers with integration challenges and troubleshoot data flows between Shield and external systems.
• Proactively monitor customer environments using Prometheus, Grafana, and other observability tools to identify potential issues.
• Break down complex technical issues and elevate clearly to R&D with supporting data, logs, and analysis.
• Document all customer interactions, solutions, and technical patterns in the ticketing system and knowledge base.
• Collaborate with R&D, Product, and Operations teams to resolve customer issues and improve platform reliability.
• Act as the regional technical escalation point for complex incidents and infrastructure issues.
• Respond to customer technical support requests via ticketing system in a timely and professional manner.
• Participate in a rotating on-call schedule

Requirements

Experience and skills

• 2-4 years of experience in Technical Support (L1 and L2), DevOps Support, or Site Reliability Engineering – MUST.
• Customer-facing technical support in SaaS or enterprise environments.
• Strong knowledge of Kubernetes from a troubleshooting and operational perspective.
• Hands-on experience with cloud infrastructure (AWS) and cloud-native technologies.
• Solid understanding of Linux/Windows operating systems and system administration.
• Expert-level troubleshooting and root cause analysis skills for complex application and infrastructure issues.
• Strong knowledge of observability and monitoring tools (Prometheus, Grafana, and Groundcover).
• Deep understanding of APIs, integrations, and data pipeline architectures (ETL, webhooks, message queues).
• Strong troubleshooting, analytical, and problem-solving skills.
• Superb written and verbal communication skills in English, with ability to explain technical concepts clearly.
• Ability to multitask, prioritize effectively, and work both independently and as part of a team.
• Ability to work flexibly across US time zones to support regional customers.
• Willingness and availability to travel for initial onboarding and training, with occasional business travel thereafter.

Nice to have

• Experience using AI Tools (Such as Cursor, Claude Code).
• OpenSearch operations, and troubleshooting.
• Familiarity with US financial compliance requirements and technical implications.
• Experience using Zendesk, Jira, and Confluence for documentation and incident management.
• This position is based in New York - The base yearly salary for this role is between $100,000 USD - $120,000 USD a year. The salary will be dependent upon many factors, including your experience level, skill set, and market knowledge. This range is based on Shield’s good faith estimate as of the date of the job posting and may be modified in the future.

More information about Shield

Shield is the industry’s most comprehensive digital communications governance and archiving solution, purpose-built for financial institutions. Named a Visionary by Gartner, Shield’s platform blends AI innovation with deep regulatoryexpertiseto simplify compliance, strengthen security, and unlock efficiency. Trusted byleading global financialinstitutions, Shield works closely withitspartners to help complianceteams uncover hidden risks, prevent financial crimes, and protect both people and markets.. With operations across key financial hubs worldwide, we support customers wherever theyoperate, navigating complex regulatory environments with confidence.At our core,we’refocused on building trust: protecting market integrity and creating a world where communication is understood and accountable. Our work has been recognized by industry leaders and analysts, including Deloitte Fast 500, Dun & Bradstreet’s Top 20 Companies, Regulation Asia Awards, andRegTechInsight Awards Europe-reflecting our impact, growth, and commitment to excellence. Ifyou’reready to make a real impact at a fast-growing, mission-driven company working with the world’s leading banks to redefine communication governance and compliance - this is the place for you.