What Success Looks Like

Customers' issues are resolved faster and escalated cleaner.

Recurring problems turn into runbooks, dashboards, and alerts, not repeat tickets.

Engineering trusts your escalations because they come with proof, not guesses.

Customers trust your communication because it's clear, honest, and on time.

Areas of Ownership

Deploy and install the platform into customer environments, and troubleshoot installation issues.

Support ongoing upgrades and day-to-day operation, keeping customer environments stable.

Work alongside L1 to triage and resolve customer-reported issues, driving them to resolution or escalation.

Diagnose failures across the stack: compute, networking, storage, and the services running on it.

Reproduce issues safely against live (often multi-tenant) environments using read-only diagnostics first.

Build and maintain dashboards, monitors, and runbooks so recurring issues get faster to fix: or stop recurring.

Customer Support Engineer

Responsibilities