Solutions Engineer - Self Host Support

• Customer Interaction: You will meet (via tickets, chat, or calls) with customers from all over the world to help them install and configure their instances, and diagnose deep technical issues related to Docker, networking, configuration, and performance in their cloud or on-premise environments.
• Proactive Problem Solving: You will thoroughly investigate reported bugs, performing advanced troubleshooting using SSH, log analysis, and configuration reviews. You won't just fix the problem; you'll document the root cause solution for the entire community.
• Demonstration and Validation: You will collaborate on creating proof-of-concepts and technical guides that demonstrate best practices for efficiently implementing and scaling Penpot.
• Communication Bridge: You will act as the essential technical link between the customer, the sales/growth team, and the development engineers, translating customer needs into actionable insights to improve our product.
• Process and Documentation Management: You will help us define processes and tools to improve our documentation., We will review your application and, if we think you might be a good fit, you will receive a response from us as soon as possible.
• If your CV meets our requirements, you will be invited to a 25-min chat to discuss your profile and interests.
• 1.5-hour culture interview to explore how you see our culture and to answer any questions.
• 1.5-hour technical interview to review your projects and explore your problem-solving approach.
• 1-hour interview with Pablo, our CEO, to dive deeper into Kaleidos and answer your questions.
• Optional: private conversation with two Kaleidos members for any additional queries.

We are looking for a Solutions Engineer specialized in self-hosted environments to empower our customers and ensure the success of their deployments and implementations. If you're a natural-born problem-solver, passionate about open source, and want to be the key piece that makes our users and customers happy, we want to meet you!, As a Solutions Engineer at Penpot, your main mission will be to collaborate with our customers to understand their technical and business goals, designing and providing robust solutions for their self-hosted environments. You'll go beyond reactive support; you will be a trusted technical consultant who not only resolves issues but also anticipates needs and optimizes the user experience with our product. This role is key to bridging the gap between our development teams and our customers, ensuring they can get the most out of Penpot in their infrastructures. It requires prior experience in assertively and kindly managing incidents and inquiries from a wide variety of customers.

• This role requires full professional proficiency in English (C1+ or native), as it's our primary language for internal and external communication. You will also need a conversational level of Spanish to work effectively with our team based in Spain.
• Basic Spanish communication skills.
• Mid-Level experience (4 - 6 years) in advanced technical support, solutions engineering, or customer success engineering roles, with a strong focus on customer care.
• Proficiency in Docker and Docker Compose.
• Basic knowledge of Kubernetes in deployment environments (GKE, Amazon EKS, AKS, OpenShift, Rancher…).
• Advanced Linux skills (bash, network management, permissions, troubleshooting).
• Experience in remote server management.
• Familiarity with cloud environments (AWS, GCP, Azure, or similar).
• Basic notions of security, risk analysis, and vulnerabilities (CVEs, OWASP…).
• Exceptionally clear, assertive, and patient communication, with the ability to explain complex technical concepts to non-technical audiences.
• A proactive and solution-oriented mindset, committed to leaving no problem unsolved.
• Ability to manage multiple tasks and contexts while ensuring an appropriate response for each customer.

Earn extra points

• Database administration knowledge (PostgreSQL is a plus).
• Remote connection management tooling (reverse tunnel, VPN, and heterogeneous environments).
• Programming knowledge.
• Previous experience supporting self-hosted and/or open-source products.
• Practical knowledge of Git (repositories, commits, basic conflict resolution).

At Kaleidos we have several teams: the Community team, the QA team, the Infrastructure team, and the Product team. You will be part of the Growth Team within the Community team, collaborating with cross-functional colleagues to drive Penpot forward. What do we offer?

• Salary: €48 - €53k (gross annual salary)
• Permanent contract. We're looking for someone to stay with us for the long run!
• Flexible hours. Even better! We all work from 10am-2pm CET. You can work the rest of your hours whenever you want.
• 37.5h/week as part of our plan for creating a better work-life balance.
• 100% remote position. You may work from any location with a reliable internet connection, provided you share a CET +/- 1 time zone.
• 23 days of paid leave, plus Christmas holidays, and the possibility to request 10 extra non-paid leave days.
• Choose the holiday calendar of where you live or from the headquarters (Madrid).
• Continuous learning with internal and external training, conferences, and events (we cover 100% of the cost).
• Language classes on the house (English & Spanish) paid for by the company.
• 2 PIWEEKs per year - freeform week-long hackathons.
• Equipment budget every 3 years to renew your workspace.
• An environment where your opinion matters - consensus-driven decision-making.
• An open-source company committed to the open-source ecosystem.
• Self-organized teams with autonomy and independence.
• Health insurance through flexible compensation (coverage only in Spain).

Who are we? We defend and believe in Open Source and proof of this is that our main project, Penpot, reflects that. We're convinced that technology isn't neutral. That's why we like to shake things up and go against the status quo. Penpot is the free open-source design tool that allows true collaboration between designers and developers. It is one of the most promising global design tools for interaction design, used by hundreds of thousands of UX/UI designers, product designers and web developers across the world. Kaleidos is the company boosting Penpot. If you're interested in getting a deeper sense of our culture and values, have a look at our website to gain insight into who we are and what we believe in. What do we need