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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Technical Support, particularly in SaaS environments, with strong capabilities in troubleshooting complex application and infrastructure issues. Proficient in using observability tools and cloud infrastructure, with a focus on customer satisfaction and effective communication.
Highest-signal resume keywords
Technical Support (L1 and L2)Kubernetes TroubleshootingCloud Infrastructure (AWS)Observability Tools (Prometheus, Grafana)APIs and Data Pipeline Architectures
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical SupportKubernetesCloud InfrastructureLinux Operating SystemWindows Operating SystemTroubleshootingRoot Cause AnalysisAPIsData Pipeline ArchitecturesObservability
Soft Skills
Analytical SkillsProblem-Solving SkillsWritten CommunicationVerbal CommunicationMultitasking
Tools & Technologies
PrometheusGrafanaAWSZendeskJiraConfluenceAI ToolsOpenSearch
Industry Keywords
SaaSSite Reliability EngineeringUS Financial ComplianceIntegration ChallengesData Flows
Tech Stack
Tools & technologiesAWSCloudETLGrafanaKubernetesLinuxPrometheus
About the role
Key responsibilities & impact- Provide expert technical support for Shield deployments across US time zones as part of the global support team
- Troubleshoot application-impacting issues across application and infrastructure dimensions
- Support customers with integration challenges and troubleshoot data flows between Shield and external systems
- Proactively monitor customer environments using Prometheus, Grafana, and other observability tools
- Break down complex technical issues and escalate clearly to R&D with supporting data, logs, and analysis
- Document customer interactions, solutions, and technical patterns in the ticketing system and knowledge base
- Collaborate with R&D, Product, and Operations teams to resolve customer issues and improve platform reliability
- Act as the regional technical escalation point for complex incidents and infrastructure issues
- Respond to customer technical support requests via ticketing system in a timely and professional manner
- Participate in a rotating on-call schedule
Requirements
What you’ll need- 2-4 years of experience in Technical Support (L1 and L2), DevOps Support, or Site Reliability Engineering
- Customer-facing technical support in SaaS or enterprise environments
- Strong knowledge of Kubernetes from a troubleshooting and operational perspective
- Hands-on experience with cloud infrastructure (AWS) and cloud-native technologies
- Solid understanding of Linux/Windows operating systems and system administration
- Expert-level troubleshooting and root cause analysis skills for complex application and infrastructure issues
- Strong knowledge of observability and monitoring tools (Prometheus, Grafana, and Groundcover)
- Deep understanding of APIs, integrations, and data pipeline architectures (ETL, webhooks, message queues)
- Strong troubleshooting, analytical, and problem-solving skills
- Superb written and verbal communication skills in English, with ability to explain technical concepts clearly
- Ability to multitask, prioritize effectively, and work both independently and as part of a team
- Ability to work flexibly across US time zones to support regional customers
- Willingness and availability to travel for initial onboarding and training, with occasional business travel thereafter
- Experience using AI Tools (Such as Cursor, Claude Code) (nice to have)
- OpenSearch operations and troubleshooting (nice to have)
- Familiarity with US financial compliance requirements and technical implications (nice to have)
- Experience using Zendesk, Jira, and Confluence for documentation and incident management (nice to have)
Benefits
Comp & perks- Willingness and availability to travel for initial onboarding and training
- Occasional business travel thereafter