Senior Customer Support Engineer

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Customer Support Engineer based in the United States.

This role sits at the intersection of deep technical problem-solving and trusted customer partnership, supporting organizations that rely on complex network infrastructure and automation platforms. You will act as a hands-on technical advisor, helping customers deploy, operate, and scale critical systems with confidence. The position blends troubleshooting, architecture guidance, and proactive engagement across the full customer lifecycle. You will work closely with engineering, product, and customer success teams to ensure seamless adoption and long-term platform reliability. This is a high-impact role where your expertise directly shapes customer outcomes and product evolution. You will operate in a fast-paced, collaborative environment centered on open-source technologies and modern network automation. Success in this role means becoming a trusted extension of your customers’ technical teams.

Accountabilities:

Serve as the primary technical point of contact for customers, building deep understanding of their environments, workflows, and infrastructure needs, while guiding adoption of platform capabilities and best practices.
Diagnose, troubleshoot, and resolve complex issues across deployments, including installation, configuration, integrations, upgrades, APIs, and underlying infrastructure components.
Manage end-to-end post-sale technical support activities, including onboarding, system health monitoring, version upgrades, and ongoing operational stability.
Collaborate with Customer Success, Product, Engineering, and TechOps teams to ensure alignment on customer needs, escalations, and solution delivery.
Participate in architecture discussions, business reviews, and planning sessions to translate customer goals into scalable technical implementations.
Identify recurring issues, document solutions, and create runbooks and knowledge resources to improve support efficiency and reduce repeat escalations.
Provide structured feedback to product and engineering teams based on real-world customer usage patterns and technical findings.

Requirements

This role requires strong hands-on technical depth combined with excellent customer-facing communication skills. Candidates should bring experience supporting complex infrastructure or software systems in production environments, with the ability to troubleshoot across multiple layers of the stack. Strong familiarity with networking concepts, Linux environments, APIs, and automation tooling is essential, along with the ability to work independently on ambiguous technical challenges.

Experience in customer-facing technical roles such as Support Engineer, Solutions Engineer, Site Reliability Engineer, or similar positions in infrastructure or SaaS environments
Strong knowledge of network infrastructure concepts (IPAM, DCIM, routing, and network automation workflows)
Hands-on experience with Docker, Linux systems, shell scripting, and command-line troubleshooting
Proficiency with Git-based workflows and API interactions (REST, JSON, SQL fundamentals)
Experience working with Python and automation tooling in production or support contexts
Ability to debug distributed systems and troubleshoot complex integrations across environments
Strong communication skills with the ability to translate technical issues into clear, actionable guidance
Customer-first mindset with experience managing expectations, escalations, and resolution timelines in SLA-driven environments
Experience with observability tools, Kubernetes, or authentication protocols (OIDC, SSO) is a plus

Benefits

Competitive compensation aligned with experience and market benchmarks
Comprehensive medical, dental, and vision insurance coverage
Flexible remote work environment across the United States
Opportunity to work with leading open-source technologies in network automation
Professional development support, including learning and training resources
High-impact role with direct visibility into product direction and customer outcomes
Collaborative, engineering-driven culture focused on problem-solving and ownership
Inclusive environment that values clarity, simplicity, and continuous improvement.

How Jobgether works:

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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Senior Customer Support Engineer

Requirements

Benefits

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