Description

Join our dynamic team as a Customer Support Engineer, where you'll leverage your technical expertise and passion for exceptional customer experiences to help clients effectively manage their cloud costs. You will provide technical support, troubleshoot inquiries, and guide customers in connecting various cost sources like AWS, GCP, Azure, MongoDB, Datadog, and Kubernetes to our platform. Your responsibilities will include developing and maintaining automation tools with Python, assisting customers with our APIs, and collaborating with engineering and product teams to enhance our product. You will also contribute to our internal knowledge base, ensuring both customers and internal teams have the resources they need to thrive in our fast-paced, evolving environment.

What You'll Do

• Provide timely and efficient technical support to both internal teams and external customers, resolving issues and inquiries effectively.
• Become a subject matter expert in connecting diverse cost sources (AWS, GCP, Azure, MongoDB, Datadog, etc.) and Kubernetes to our client's platform, using this knowledge to assist customers, improve documentation, and enhance the product experience.
• Assist customers in building custom scripts and automation tools utilizing our client's APIs.
• Develop and maintain internal and customer-facing scripts and automation tools using Python.
• Stay current with industry trends and best practices, demonstrating a commitment to continuous learning and adaptation.
• Provide valuable feedback to product and engineering teams to drive improvements in product functionality and user experience.
• Create and maintain comprehensive internal knowledge bases and training materials addressing common technical questions and issues.

In order to succeed in this position, you will need

Mandatory Skills:

• Advanced/Fluent English: Excellent written and verbal communication skills.
• Technical Support Expertise: Strong proficiency as a Technical Support Engineer, Professional Services Engineer, or in a similar technical customer-facing role.
• B2B SaaS Experience: Proven experience supporting B2B SaaS applications.
• Cloud Proficiency (AWS Focus): Strong hands-on experience with AWS services, particularly in identity and access management. Familiarity with GCP and Azure is a significant plus.
• Kubernetes Expertise: Demonstrated experience deploying and managing applications with Kubernetes, including EKS, GKE, and AKS.
• Scripting Skills: Proficiency in Python or Shell scripting languages.
• Technical Communication: Excellent communication skills with the ability to clearly convey complex technical concepts to both technical and non-technical audiences.
• Continuous Learning & Problem-Solving: A proactive learner and critical thinker with a passion for tackling complex technical challenges.
• Willingness to Travel: Ability to undertake international travel up to 10% of the time, based on business needs.
• Time Zone Flexibility: Comfortable with some overlap with the US East Coast time zone.

Nice to Have:

• Relevant Cloud Certifications: At least one AWS, GCP, and/or Azure certification.

Note: If you feel strongly that you have what it takes for this role but don’t check 100% of the boxes—that’s okay—we encourage you to apply anyway and highlight what you can bring to the table.