Senior Technical Problem Solver

3 days ago

Australia beBeeTechnical Full time $165,000 - $185,000

As a senior technical engineer, you will be part of the support engineering team working directly with customers and collaborating closely across multiple cross-functional teams.

Responsibilities
  • Take ownership of incoming customer issues by triaging, investigating, managing, and resolving complex problems related to cloud images.
  • Escalate issues to the engineering team as needed.
  • Provide timely communication to customers, maintaining prescribed service level agreements.
  • Communicate progress of issues and fixes to both technical and non-technical users.
  • Use problem-solving skills to derive solutions for customers.
  • Document detailed investigations of new issues.
  • Prioritize customer cases in your own queue.
  • Drive communication standards for technically complex issues while maintaining a customer-obsessed mindset.
  • Raise issues, bugs, and feature requests to the engineering and product teams.
  • Effectively manage customers and internal stakeholders to proactively drive issues to resolution.
  • Drive requirements for supporting products along with the wider go-to-market teams.
  • Regularly create and manage knowledge base content.
  • Proactively seek out learning opportunities and challenges.

You must be a curious individual who is continuously learning, has a strong intellectual drive for excellence, and has the desire to develop solutions to complex problems.

Requirements
  • A bachelor's degree (STEM field preferred), or equivalent work experience.
  • Five years of experience supporting enterprise customers in a highly technical support role.
  • Three years of experience working with Docker and Kubernetes.
  • Strong experience and passion for providing a superior customer experience via thoughtful and excellent written and verbal communication.
  • Ability to collaborate effectively with cross-functional engineering teams, customer success, and business partners.
  • Must be familiar with CI/CD concepts, Linux, Docker, Kubernetes, GitHub, Helm Charts, and Terraform.
  • Bonus points include interest or experience in modern security frameworks and protocols, software supply chain security, and vulnerability scanning.

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