• Provide the highest level of customer service and technical support to specific named accounts
• Reproduce and debug customer issues by building or using existing test environments and tools.
• Be effective at troubleshooting external services such as networking, storage, memory or OS level operations
• Communicate tactfully with customers: gather info, provide diagnostic and resolution steps, convey process and product guidance
• Solve incoming technical support requests within SLA, including high-severity urgent
• Cases from both a general queue or from specific named accounts
• Continuously increase knowledge and achieve Subject Matter Expert (SME) level knowledge of the product
• Proactively learn and document customer environment, configuration and use case details
• Participate in high-level sync calls with customers as needed
• Identify and communicate product usage trends, bugs, and feature requests at weekly product engineering meetings
• Collaborate with account managers to schedule, coordinate, and lead customer debugging calls
• Document and record all activity with customers in accordance with both internal and external security standards
• Contribute to product documentation and customer knowledge base
• Continuously improve process and tools in collaboration with the team
• Periodic on-call rotation for production-down issues

REQUIRED QUALIFICATIONS

• 5 + years of Support Engineering experience (or comparable customer-facing technical role), preferably for mission-critical software
• Production experience with Terraform or Terraform Enterprise
• DevOps Engineering, Software Engineering, and/or System Administration experience is a huge plus
• Expertise in Open Source and SaaS is a major advantage
• Docker and Kubernetes as a plus
• Experience troubleshooting and resolving urgent, high-visibility technical problems
• Experience communicating clearly and effectively, both verbally and in writing
• Experience working with Enterprise customers and advocating for customer experience
• Familiarity with Ruby on Rails, Ember.js, Bash, or Go
• Expert level knowledge of PostgreSQL Databases a plus
• Ability to read complex code for troubleshooting and familiarity with GitHub
• Able to work from the Austin, TX office 1-2 days a week

PREFERRED QUALIFICATIONS

• This role may be covering east coast accounts and will require this person to cover east coast hours

NA