Senior Customer Support Engineer in United States at Jobgether
Explore Related Opportunities
Job Description
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Customer Support Engineer based in the United States.
This role sits at the intersection of deep technical problem-solving and trusted customer partnership, supporting organizations that rely on complex network infrastructure and automation platforms. You will act as a hands-on technical advisor, helping customers deploy, operate, and scale critical systems with confidence. The position blends troubleshooting, architecture guidance, and proactive engagement across the full customer lifecycle. You will work closely with engineering, product, and customer success teams to ensure seamless adoption and long-term platform reliability. This is a high-impact role where your expertise directly shapes customer outcomes and product evolution. You will operate in a fast-paced, collaborative environment centered on open-source technologies and modern network automation. Success in this role means becoming a trusted extension of your customers’ technical teams.
- Serve as the primary technical point of contact for customers, building deep understanding of their environments, workflows, and infrastructure needs, while guiding adoption of platform capabilities and best practices.
- Diagnose, troubleshoot, and resolve complex issues across deployments, including installation, configuration, integrations, upgrades, APIs, and underlying infrastructure components.
- Manage end-to-end post-sale technical support activities, including onboarding, system health monitoring, version upgrades, and ongoing operational stability.
- Collaborate with Customer Success, Product, Engineering, and TechOps teams to ensure alignment on customer needs, escalations, and solution delivery.
- Participate in architecture discussions, business reviews, and planning sessions to translate customer goals into scalable technical implementations.
- Identify recurring issues, document solutions, and create runbooks and knowledge resources to improve support efficiency and reduce repeat escalations.
- Provide structured feedback to product and engineering teams based on real-world customer usage patterns and technical findings.
This role requires strong hands-on technical depth combined with excellent customer-facing communication skills. Candidates should bring experience supporting complex infrastructure or software systems in production environments, with the ability to troubleshoot across multiple layers of the stack. Strong familiarity with networking concepts, Linux environments, APIs, and automation tooling is essential, along with the ability to work independently on ambiguous technical challenges.
- Experience in customer-facing technical roles such as Support Engineer, Solutions Engineer, Site Reliability Engineer, or similar positions in infrastructure or SaaS environments
- Strong knowledge of network infrastructure concepts (IPAM, DCIM, routing, and network automation workflows)
- Hands-on experience with Docker, Linux systems, shell scripting, and command-line troubleshooting
- Proficiency with Git-based workflows and API interactions (REST, JSON, SQL fundamentals)
- Experience working with Python and automation tooling in production or support contexts
- Ability to debug distributed systems and troubleshoot complex integrations across environments
- Strong communication skills with the ability to translate technical issues into clear, actionable guidance
- Customer-first mindset with experience managing expectations, escalations, and resolution timelines in SLA-driven environments
- Experience with observability tools, Kubernetes, or authentication protocols (OIDC, SSO) is a plus
- Competitive compensation aligned with experience and market benchmarks
- Comprehensive medical, dental, and vision insurance coverage
- Flexible remote work environment across the United States
- Opportunity to work with leading open-source technologies in network automation
- Professional development support, including learning and training resources
- High-impact role with direct visibility into product direction and customer outcomes
- Collaborative, engineering-driven culture focused on problem-solving and ownership
- Inclusive environment that values clarity, simplicity, and continuous improvement.