Customer Support Engineer
Posted Updated
Description
- Be the first technical point of contact for customers running Datafy's EBS Autoscaler in their AWS production environments.
- Troubleshoot issues across AWS (EC2, EBS, IAM, CloudWatch), Linux, storage and Kubernetes, then reproduce, debug and escalate to Engineering with clear, actionable reports.
- Support onboarding, deployments and POCs alongside Sales and Customer Success, so that evaluations move smoothly into production.
- Monitor customer environments and flag risks before they become incidents.
- Own the support queue and response-time commitments, and take part in an on-call rotation.
- Build and maintain the knowledge base, runbooks and customer-facing documentation.
- Share patterns from the field with Product and Engineering to improve reliability and ease of deployment.
- 3+ years in technical support, support engineering, SRE or DevOps for a SaaS or infrastructure product.
- Hands-on AWS experience, especially EC2, EBS and IAM. AWS certification is an advantage.
- Strong Linux skills and a solid grasp of storage fundamentals such as volumes and file systems.
- Working knowledge of Kubernetes, with familiarity with Terraform or Helm as an advantage.
- Scripting skills in Python or Bash.
- Clear, calm communication with customer engineers, including during production incidents.
- Comfort working in an early-stage environment with high ownership, and with being on call.