US Regional Tech Support Engineer: Kubernetes & SRE

Shield Financial Compliance; Northern, New York (KY, NY); Hybrid; USD 100,000 - 120,000; Full time

Job summary

Shield seeks a Technical Support Engineer to serve US customers from New York on a hybrid basis. You will diagnose and resolve complex issues across application and infrastructure, including data flows and integrations with external systems.

You will monitor environments with Prometheus and Grafana, document solutions, and collaborate with R&D, Product, and Operations to improve reliability. On-call duties and travel for onboarding may be required.

Qualifications

• 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.

Responsibilities

• 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 escalate 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

Skills

Kubernetes

AWS

Linux/Windows

Observability

Prometheus

Grafana

API integrations

Data pipelines

Troubleshooting

Communication

Tools

Zendesk

Jira

Confluence

Job description

Shield seeks a Technical Support Engineer to serve US customers from New York on a hybrid basis. You will diagnose and resolve complex issues across application and infrastructure, including data flows and integrations with external systems.

You will monitor environments with Prometheus and Grafana, document solutions, and collaborate with R&D, Product, and Operations to improve reliability. On-call duties and travel for onboarding may be required.