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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Senior Technical Support Engineer - **Company:** gb Cloudsmith Ltd - **Location:** UK (Remote available) - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Java (Programming Language), JavaScript (Programming Language), Application Programming Interfaces (APIs), Amazon Web Services, Apple Mac Systems, Application Packaging, Unix, Continuous Integration, Data Structures, Software Debugging, Linux, Github, Python (Programming Language), Metadata, Open Source Technology, Package Management Systems, Software Construction, Software Engineering, Circleci, Cloud Platform System, Software Troubleshooting, Kubernetes, Information Technology, Graphql, Api Design, Terraform, Oracle Cloud Infrastructure, Software Version Control, Docker - **Published:** October 21, 2026 - **Apply:** https://www.totaljobs.com/job/senior-tech-support-engineer/cloudsmith-ltd-job108137704 ## About the Role * Bachelor's degree in Computer Science, Information Technology, or a related field. * 8+ years in Technical Product Support, a similar role, or a background in software development. * Strong application programming experience, proficient in Java, Python, or JavaScript languages. * Knowledge of software packaging and distribution concepts and tools. * Excellent problem-solving and troubleshooting skills. * An enthusiastic and effective communicator: you should be able to appeal to and communicate with both technical and non-technical listeners alike. * Ability to work independently and as part of a team. * Willingness to participate in an on-call rota supporting customers across multiple time zones. Preferred Skills & Certifications * Professional experience in building, testing, deploying, debugging, and maintaining complex systems in production environments; or equivalent experience in open-source ecosystems and projects. * Familiarity with UNIX-like systems (Linux/WSL/MacOS). * Familiarity with Artifact and Package management, or the software supply chain. * Familiarity with Cloud-based infrastructure, data structures & algorithms, storage systems, source control, and continuous integration. * Amazon Web Services (AWS) / AWS Certifications. * Contributions to open-source projects. * ReST, GraphQL, gRPC API Design. * Docker, OCI, ORAS, Kubernetes (k3s, k8s). * Sigstore, Cosign, Keyless Signatures, Signature Attestation. * Grafeas, Kritis, Metadata Provenance., * A bias for action and a passion for what we do: A positive attitude and bias for action is everything. You proactively seek knowledge and are never satisfied with the status quo. * Empathy + customer-centricity: You genuinely care about customers and strive to understand their needs, frustrations, and goals. You see customer success as your own success. * Relentless curiosity + continuous learning: You are always eager to learn, improve, and challenge assumptions. * Bias for Action + Ownership: You take initiative, move fast, and own problems end-to-end. You're not afraid to roll up your sleeves, even when challenges are outside your comfort zone. * Collaboration + Candor: You value open, honest, and respectful communication. You give and receive feedback constructively and believe that the best ideas win, regardless of hierarchy. Benefits, Location & Work Environment Note: You must be based in the UK and have the right to work independently without requiring sponsorship., Department Customer Success Location NI/GB/ROI Employment type Full-time Remote Status Remote First Contact Paul Albury Head of Customer Support - Customer Success ## Description TL;DR We're seeking a Senior Technical Support Engineer with deep technical expertise and a passion for customer engagement to solve complex customer challenges, mentor a growing team, and help shape the future of our world-class artifact management platform., We are building a team that is responsible for the developer experience. On a daily basis, we work with our customers and the developer community to ensure they are building software that is efficient and secure across the whole supply chain. Our team helps customers troubleshoot and investigate issues, diagnosing and resolving core product-related issues. We expand and enhance their experience through the development and maintenance of 3rd party integrations that extend our API, CLI, and Webhook capabilities, while curating a public knowledge base to support customers to independently resolve common issues., * Technical Support: Provide top-notch technical support to our customers, assisting them with any product-related issues, inquiries, or challenges they may encounter. * Problem Solving: Diagnose and troubleshoot technical issues, replicating them in local environments and collaborating closely with customers to identify root cause and provide effective solutions. * Documentation: Create and maintain detailed documentation, including knowledge base articles and FAQs, to assist customers in resolving common issues independently. * Software Expertise: Leverage your expertise in application programming to build and maintain third party integrations like Terraform, GitHub Actions, CircleCI etc. * Customer Advocacy: Act as a customer advocate within the company, sharing customer feedback, feature requests, and insights with the product development team to improve our offerings., We're looking for someone who can balance deep technical expertise with profound customer empathy, has the experience to help build a world-class technical support experience, and is fearless in rolling up their sleeves when needed. We're critical infrastructure by developers, for developers, and we're building the world's software supply chain platform and ecosystem. We want to hear from you if you're excited to work on mission-critical infrastructure with a lasting impact on the software industry from today until IPO and beyond.