Lead Technical Support Engineer

You will serve as a senior escalation point, partnering closely with Customer Success, Product, and Engineering to diagnose complex problems, drive issues to resolution, and deliver exceptional customer outcomes. You will also help strengthen the support organization through mentoring, knowledge sharing, and continuous improvement of support processes., * Own critical customer and partner escalations, serving as the senior technical point of contact for complex, high-impact issues across application, infrastructure, networking, and the Rafay platform.

• Lead troubleshooting, root-cause analysis, and resolution across Kubernetes, public cloud, networking, and virtualization environments.
• Reproduce customer issues and partner with Engineering and Product to identify defects, workarounds, and product improvements.
• Identify recurring issues and customer risks, and drive appropriate escalation and resolution.

Customer & Team Leadership

• Build trusted relationships with enterprise customers, serving as a technical advocate and effectively managing expectations during high-severity incidents.
• Mentor and coach support engineers, conduct case reviews, and share technical knowledge and best practices.
• Serve as a subject matter expert on the Rafay platform, keeping current with new features, releases, integrations, and cloud-native technologies.
• Create and maintain knowledge base content, troubleshooting guides, and technical documentation.

Operational Excellence

• Manage customer cases in accordance with SLAs, maintaining strong ownership, documentation, communication, and follow-through.
• Collaborate with Engineering, Product, and Customer Success to improve customer outcomes and support processes.
• Lead or contribute to post-mortems and drive continuous improvements based on lessons learned.
• Participate in an on-call rotation for urgent and critical customer escalations, including weekend and other non-business-hours coverage., As a Lead Technical Support Engineer, you will have the opportunity to:
• Solve challenging problems - Own complex customer issues where your technical expertise and judgment matter.
• Lead and mentor - Help develop engineers and shape support practices as the team grows.
• Influence the product - Partner with Engineering, Product, and Customer Success to improve customer outcomes.
• Keep learning and growing - Expand your expertise across evolving technologies while developing as a technical leader.
• Make an impact - Work in an environment that values ownership, curiosity, collaboration, and technical excellence.

The ideal candidate is a strong technical problem solver and customer advocate with excellent communication skills, sound judgment, and a strong sense of ownership. You thrive in a fast-paced environment, are comfortable navigating ambiguity and pressure, and enjoy learning and tackling new technologies., * 7+ years of experience in a customer-facing technical role such as Technical Support, SRE, DevOps, Cloud Engineering, or a related discipline.

• Strong hands-on experience managing and troubleshooting Kubernetes and cloud-native environments, with familiarity across the broader CNCF ecosystem.
• Strong troubleshooting skills across networking, public cloud, and virtualization, including DNS, routing, firewalls, AWS, Google Cloud Platform, Azure, VMware vSphere, and OpenStack.
• Experience with cloud-native and DevOps tools such as Helm, Terraform, and Prometheus.
• Proven experience managing complex enterprise customer escalations and high-severity technical issues, with strong ownership from investigation through resolution.
• Excellent written, verbal, and interpersonal communication skills, with the ability to clearly explain complex technical issues to diverse audiences.
• Experience working with customer support and case-management platforms such as Jira, Confluence, Zendesk, or equivalent tools.
• Demonstrated ability to mentor engineers, influence processes, and work independently in a fast-paced, changing environment.
• Bachelor’s degree in Computer Science, Engineering, or a related field, or equivalent practical experience., * Certified Kubernetes Administrator (CKA) certification.
• Experience supporting enterprise SaaS, developer platforms, Kubernetes platforms, or cloud infrastructure products.
• Experience with AI/ML infrastructure, GPU platforms, or GPU cloud environments.
• Experience working with large-scale or distributed infrastructure environments.

We offer competitive compensation, comprehensive benefits, and attractive stock options, along with a dynamic environment where your contributions can have a meaningful impact.