US Tech Support Engineer: SaaS, Kubernetes & Observability

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 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.