Senior Technical Support Engineer

Overview

Own end-to-end technical support cases for enterprise customers, from triage to resolution, and ensure clear communication throughout. Troubleshoot issues across Kubernetes, ML platform components, authentication, data connectivity, and model deployment, and help scale the team via knowledge base contributions.

What you'll do

• Handle support cases end-to-end for enterprise customers across severity levels.
• Triage and resolve Kubernetes and cloud infrastructure issues.
• Troubleshoot ML platform problems including workspace/job failures and model deployment issues.
• File detailed bug reports and enhancement requests in Jira.
• Write and review knowledge base articles, how-to guides, and troubleshooting documentation.
• Perform case handoffs in a follow-the-sun model across AMER, EMEA, and APAC.
• Conduct live troubleshooting sessions with customers via video call and join EMEA weekend on-call rotation.

What you'll need

• 3 to 5 years of experience in enterprise technical support, solutions engineering, or a similar customer-facing role.
• Hands-on Kubernetes experience including pod lifecycle and RBAC.
• Strong Linux and command-line proficiency (e.g., log analysis and shell scripting).
• Familiarity with Python-based ML workflows such as Jupyter and model training/serving.
• Experience with cloud platforms (AWS, GCP, or Azure) and containerized application environments.
• Ability to troubleshoot methodically using hypotheses and log-driven confirmation.
• Comfort communicating clearly across written case updates and KB articles.

Details

• Work mode: Remote Germany.