Senior Support Engineer

Validation Cloud

. Serve as a technical expert and point of contact for enterprise customers .

Posted 10/31/2026full-timeRemoteSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in technical support with a focus on troubleshooting and debugging in distributed systems and cloud-native environments. Proficient in monitoring tools and incident management, ensuring high availability and outstanding customer experience.

Highest-signal resume keywords

Technical Support ExperienceTroubleshooting And Debugging SkillsMonitoring Tools ProficiencyOn-Call Tools ExperienceCustomer-Facing Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingDebuggingCloud-Native EnvironmentsKubernetes Operational SupportIncident Management Best PracticesKey ManagementSecure Infrastructure

Soft Skills

Strong Written CommunicationStrong Verbal CommunicationEmpathy

Tools & Technologies

OpsgenieDatadogDataDog MonitoringBare Metal ProvidersAWS

Industry Keywords

Production SystemsInfrastructure HealthContinuous ImprovementMulti-Region Production EnvironmentsBlockchain Node Infrastructure

Tech Stack

Tools & technologies

AWSCloudDistributed SystemsKubernetesNode.js

About the role

Key responsibilities & impact

Serve as a technical expert and point of contact for enterprise customers
Resolve production issues and answer platform questions
Monitor production systems and infrastructure health
Proactively identify and resolve issues to maintain high availability
Collaborate with DevOps and Engineering teams to escalate and troubleshoot deep technical problems
Create and maintain customer-facing documentation and internal runbooks
Create and expand internal monitoring dashboards
Participate in the on-call rotation and lead incident response when necessary
Partner with Product and Engineering teams to advocate for customer needs and prioritize fixes and improvements
Drive continuous improvements in support operations, tooling, and workflows

Requirements

What you’ll need

6+ years of experience in technical support roles with a customer-facing component
Strong troubleshooting and debugging skills in distributed systems and cloud-native environments
Experience with on-call tools like Opsgenie or Datadog On-call or similar alternatives
Working knowledge of monitoring tools like DataDog and incident management best practices
Strong written and verbal communication skills, especially when engaging with technical and non-technical stakeholders
Passion for delivering an outstanding customer experience through technical excellence and empathy
Availability aligned with North America business hours, 9:00am–5:00pm PST or EST
Bonus: Kubernetes operational support
Bonus: Familiarity with bare metal providers such as Hetzner, Equinix, and OVH, and public clouds such as AWS
Bonus: Experience supporting or operating blockchain node infrastructure
Bonus: Background managing uptime in large-scale, multi-region production environments
Bonus: Experience with key management, secure infrastructure, or compliance-driven environments

Benefits

Comp & perks

Competitive salary and equity options
Comprehensive health insurance coverage, including medical, dental, and vision
Generous vacation time and paid time off
Fully remote work
Biannual company offsite
Dynamic and collaborative work environment
Opportunity to work with a talented and passionate team in a fast-growing industry
Cell Phone Stipend
Hardware included