Senior Technical Support Engineer

About the job :

We are building a team that is responsible for the developer experience. On a daily basis, we work with our customer 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 integration that extends our API, CLI, and Webhook capabilities, while curating a public knowledge base to support customers to independently resolve common issues.

Roles & Responsibilities :

- 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.

- Working Hours Flexibility : Be prepared to work in shifts or on-call availability (over the weekends) to accommodate our global customer base across different time zones, including the AMER, APAC, and EMEA.

Qualifications :

- Bachelor's degree in Computer Science, Information Technology, or a related field.

- 6 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 (using English) : 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 work flexible shifts to support customers in different time zones.

Preferred Skills :

- 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.

- Significant 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.

Signs you may be a great fit :

- Impact : Play a pivotal role in shaping a rapidly growing venture studio.

- Culture : Thrive in a collaborative, innovative environment that values creativity and ownership.

- Growth : Access to professional development opportunities and mentorship.

- Benefits : Competitive salary, health/wellness packages, and flexible work options.