US Regional Technical Support Engineer – SaaS & Kubernetes

Socket.dev

New York (NY)

On-site

USD 100,000 - 120,000

Full time

5 days ago

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Job summary

Shield is seeking an experienced Technical Support Engineer to act as the primary technical resource for US region customers. You will diagnose and resolve complex issues, work across business and IT sides with Shield teams, and ensure reliable production operation.

Responsibilities include troubleshooting across app and infra dimensions, supporting integrations, and proactive monitoring using Prometheus and Grafana. You will rotate on-call and travel for onboarding as needed.

Qualifications

2–4 years of experience in Technical Support (L1/L2) or DevOps/SRE.
Customer-facing technical support in SaaS/enterprise environments.
Strong knowledge of Kubernetes from troubleshooting and operations.
Hands-on with cloud infrastructure (AWS) and cloud-native technologies.
Solid Linux/Windows system administration knowledge.
Expert-level troubleshooting and root-cause analysis for complex issues.
Strong observability and monitoring tool knowledge (Prometheus, Grafana).
Understanding of APIs, integrations, and data pipelines.

Responsibilities

Provide expert technical support for Shield deployments across US time zones.
Troubleshoot application-impacting issues across software and infrastructure.
Assist customers with integration challenges and data flows between Shield and external systems.
Monitor customer environments using observability tools to identify issues.
Document customer interactions, solutions, and patterns in ticketing and KB.
Collaborate with R&D, Product, and Operations to improve reliability.
Serve as regional escalation point for complex incidents and infrastructure issues.