Technical Support Engineer (TSE)

November 27, 2022

Rafay

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Enterprise-Grade Kubernetes Operations Platform for Enterprises & Service Providers

Edge Computing • Cloud • Kubernetes • Docker • Containers

51 - 200

Description

• Review, troubleshoot, document, and resolve technical issues raised by Rafay customers • Respond to customer issues within documented Service Level Agreements, while managing customer expectations and understanding potential business impact to the customer • Reproduce customer reported issues and accurately report product defects and feature requests to the product team • Act as the customer advocate and escalate issues as necessary to expedite solutions and outcomes • Become a subject matter expert on the Rafay platform, and stay up to date on new features and releases • Create knowledge base articles for internal and external audiences • Participate in on-call rotation for urgent customer escalations, including some weekends • Work with Rafay's world-class customers to troubleshoot and solve issues across the latest cloud-native technologies, integrations and native Rafay platform. • Have a solid understanding of networking, public cloud, and virtualization platforms. • Work closely with the Rafay Customer Success and Engineering teams to deliver solutions to complex issues, all the while delivering best-in-class support to our customers. • Be a self-motivated team player who is eager to learn and can change direction quickly. • Be a certified Kubernetes Administrator (CKA).

Requirements

• 5+ years of experience in a customer-facing technical role • Excellent communication (written and oral) and interpersonal skills • Proven ability to communicate clearly and concisely on complex technical topics • Excellent troubleshooting skills (network communications, virtualization platforms (vSphere, Open Stack), and public cloud platforms (AWS, Google Cloud Platform, Azure, etc) • Prior customer support experience and use of customer support tools (Jira, Confluence, Zendesk, etc.) • Bachelor's degree in Computer Science, or related field; or equivalent experience • IT WOULD BE GREAT IF YOU HAD Familiarity with the CNCF technology landscape, and able to quickly learn new technologies and solutions • Certified Kubernetes Administrator (CKA) a plus • Ability to work under pressure

Benefits

• Competitive salary and benefits • Excellent work/life balance • Opportunity to advance professional careers • Unique work/life environment