This unique opportunity to really shape and build the support function for a rapidly growing start-up and large player in the Kubernetes space! We're looking for passionate K8's support engineers who have worked for open-source support companies, who love solving customers' issues and truly are Kubernetes/K8's SMEs. 100% remote anywhere in the US- the client does not sponsor!

Lead Support Engineer – Kubernetes Ecosystem

We're seeking a highly skilled Lead Support Engineer to join as our first dedicated support hire. This role offers significant ownership, responsibility, and growth potential within a rapidly scaling startup. You'll play a critical role in customer satisfaction, directly influencing the success and adoption of our Kubernetes-based virtualization platform.

About the Role: As a Lead Support Engineer, you'll provide top-tier, conversational, and technical support to our customers primarily through Slack and direct interactions. Your focus will include troubleshooting, debugging complex issues, and configuration challenges specifically related to Kubernetes environments and virtualized clusters. Your deep technical expertise and proactive ownership will enable you to manage your workload effectively, escalate critical issues swiftly, and ensure seamless collaboration with our engineering teams.

Key Responsibilities:

• Act as the primary support contact for customer issues, engaging directly via Slack channels, creating, tracking, and managing tickets to resolution.
• Troubleshoot and debug intricate issues related to Kubernetes, including configuration problems, virtualization layers, application deployment, and platform-specific nuances.
• Gain a comprehensive understanding of our platform to assist customers effectively, identifying the root cause and providing clear, actionable solutions.
• Escalate critical issues promptly and clearly, ensuring visibility and effective resolution.
• Maintain ownership of customer issues, ensuring continuous communication, effective problem-solving, and overall customer satisfaction.
• Collaborate closely with engineering teams, clearly communicating customer needs, feedback, and potential product improvements.
• Proactively identify opportunities for improvement in both support processes and product functionality.

Requirements:

• Extensive hands-on experience with Kubernetes, understanding its architecture, layers, and nuances in deploying applications.
• Strong troubleshooting skills and the ability to debug complex, multi-layered Kubernetes environments, especially regarding virtualization technologies.
• Experience managing workload independently, demonstrating ownership, and effectively escalating critical issues.
• Excellent communication skills, capable of delivering clear, concise, and effective support interactions.
• Kubernetes certifications (CKA or similar) strongly preferred.
• Prior experience in startup environments, comfortable navigating ambiguity and rapidly evolving conditions.
• Passion for customer satisfaction, problem-solving, and a continuous improvement mindset.

Preferred Experience:

• Previous experience in a lead support or senior technical support engineering role.
• Familiarity with virtualization technologies, particularly in Kubernetes ecosystems (e.g., virtual clusters, multi-tenant architectures).
• Active involvement or contribution to open-source Kubernetes projects or communities.