Customer Support Engineer

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Loft Labs

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SaaS • Enterprise • Artificial Intelligence

vCluster is a cloud-native platform that provides virtual Kubernetes clusters enabling secure, scalable multi-tenancy and efficient infrastructure use. It allows teams to run isolated virtual clusters with their own API servers and control planes on shared or dedicated infrastructure — including bare metal and GPU clouds — reducing overhead from VMs while improving GPU utilization for AI workloads. vCluster is open-source-led with community adoption and tooling for platform engineers to build internal Kubernetes and GPU platforms, self-service tenant environments, and cost-efficient bare-metal deployments.

11 - 50 employees

☁️ SaaS

🏢 Enterprise

🤖 Artificial Intelligence

💰 $4.6M Seed Round on 2021-09

📋 Description

• Troubleshoot Kubernetes and vCluster environments, diving deep into logs, configurations, and occasionally code to debug complex issues to root cause • Provide conversational, technical support primarily through Slack channels and our ticketing system • Collaborate with engineering to escalate critical issues, communicate customer needs, and influence product improvements • Document common issues, solutions, and best practices to build our knowledge base • Occasional flexibility needed for urgent customer issues or supporting customers in different time zones

🎯 Requirements

• 2-3 years hands-on Kubernetes experience in production environments (beyond tutorials/coursework) • Strong Linux/Unix system administration skills - comfortable on the command line and understanding the OS layer • Solid understanding of Kubernetes fundamentals: pods, services, deployments, networking, storage, RBAC • Excellent written communication skills for explaining complex technical issues clearly in Slack and tickets • Ability to work independently, manage multiple customer issues, and see problems through to resolution • Learning agility and adaptability - our product evolves quickly and you'll need to pick up new concepts fast. • Virtual cluster or multi-tenancy experience (Nice to Have) • Cloud platform knowledge (AWS/GCP/Azure) (Nice to Have) • Scripting skills (Bash, Python) (Nice to Have) • Kubernetes certifications (CKA/CKAD/CKS) (Nice to Have) • IaC tools (Helm, Terraform, Kustomize) (Nice to Have) • Prior customer-facing support experience (Nice to Have)

🏖️ Benefits

• Competitive Salary: We offer a competitive compensation package, including equity. • Platinum-Level Insurance: Health, dental, vision, and life Insurance, including plans for you and eligible dependents (benefits vary depending on country). • Flexible Working Schedule: You have a doctor’s appointment or need to head to the supermarket to get groceries at 2pm? We won’t have an issue with that. To us, results matter more than clocking in and out at the same time every day. • Workplace Flexibility: We’re very flexible about where you work. We know things can change in life and we’re happy to adjust the work environment for you along the way.