Technical Support Engineer
Core
Primary technical support resource for US region customers, diagnosing and resolving complex application and infrastructure issues to ensure reliable production operations.
Role type
Senior IC Technical Support Engineer (SaaS/Enterprise)
Builds
Shield digital communications governance and archiving platform for financial institutions
Domain
Financial Services / RegTech / Cloud Infrastructure
Required skills
Kubernetes troubleshooting, AWS cloud infrastructure, Linux/Windows system administration, observability (Prometheus, Grafana), API/integration troubleshooting, root cause analysis, ticketing system management
Preferred skills
AI tools (Cursor, Claude Code), OpenSearch operations, US financial compliance knowledge, Zendesk/Jira/Confluence
Technologies
Kubernetes, AWS, Prometheus, Grafana, Groundcover, OpenSearch, Linux, Windows
Responsibilities
Troubleshoot application and infrastructure issues, support customer integrations and data flows, monitor environments using observability tools, escalate complex issues to R&D with data, document interactions and solutions, act as regional escalation point, participate in on-call rotation
Seniority
Mid-Senior, hands-on IC
