Senior Technical Support Engineer

Senior Technical Support Engineer at RAPIDFORT

RAPIDFORT is seeking a dedicated Senior Technical Support Engineer to join its growing post-sales technical team. This pivotal role bridges engineering, customer success, and solutions engineering, focusing intensely on post-deployment customer support, escalation management, and in-depth technical debugging. It is a hands-on, customer-facing technical position crucial for ensuring successful customer adoption, platform stability, and ongoing value, especially within Kubernetes-based and cloud-native environments. The ideal candidate is technically robust, customer-centric, and adept at debugging complex issues to provide high-quality context to engineering teams.

Key Responsibilities

• Customer Escalation & Post-Sales Support
  • Act as a technical escalation point (Tier 2 / Tier 3) for enterprise customers post-sale.
  • Own technical follow-ups for key customers, including regular cadence check-ins, understanding customer roadmaps, and aligning internal delivery and issue resolution with customer priorities.
  • Serve as the technical bridge between customers, customer success, and engineering.
• Technical Debugging & Investigation
  • Debug issues related to Kubernetes deployments, cloud-native runtime environments, platform tooling, and curated images.
  • Reproduce customer issues, collect logs/telemetry, isolate root causes, and document findings.
  • Provide engineering with actionable, well-scoped problem statements, not raw tickets.
  • Track issues through resolution and communicate timelines and updates back to customers.
• Platform & Product Feedback
  • Identify recurring customer issues and usage patterns.
  • Translate findings into product enhancement requests, new use cases, and process improvements.
  • Contribute to internal knowledge bases, runbooks, and escalation playbooks.
• Cross-Functional Collaboration
  • Work closely with Engineering (for root cause analysis and fixes), Solutions Engineering (to support post-sales handoff), and Customer Success (to ensure customer health and retention).
  • Occasionally support live customer calls when deep technical expertise is required.

Required Technical Skills

• Strong Kubernetes fundamentals, including deployments in varied customer environments and troubleshooting runtime and infrastructure issues.
• Understanding of how Kubernetes interacts with cloud platforms.
• Experience debugging cloud-native platforms, not just deploying them.
• Ability to read logs, understand system behavior, and reason through distributed systems issues.
• Scripting or automation experience (e.g., shell, Python, pipeline tooling) is a strong plus.

Note: This role does not involve designing Kubernetes architectures from scratch—focus is on debugging, investigation, and operational problem-solving.

Required Experience

• 4–10+ years of relevant experience, with flexibility for exceptional candidates.
• Background may include Technical Support / Escalation Engineering, Solutions Engineering (with strong post-sales exposure), or Cloud / Platform Engineering with customer-facing responsibilities.
• Demonstrated experience supporting enterprise customers in production environments.

Soft Skills & Traits

• Strong communicator – able to explain technical issues clearly to customers.
• Comfortable owning problems end-to-end.
• Calm under pressure during customer escalations.
• Curious, adaptable, and quick to learn new products.
• Flexible mindset – role will evolve as the platform and customer base grow.

Why This Role at RAPIDFORT

This role offers high visibility and significant impact on customer success, direct influence on product quality and roadmap, and the opportunity to collaborate across engineering, product, and Go-To-Market teams. It's ideal for someone passionate about solving real customer problems rather than just managing tickets. Due to the nature of work with U.S. Government / DoD customers, U.S. citizenship is required.

Compensation & Eligibility

The base salary range for this role is $100,000–$150,000 USD, depending on experience and qualifications. U.S. citizenship is required, and candidates must be eligible to meet applicable security and background requirements.

Key skills/competency

• Kubernetes
• Cloud-Native
• Technical Support
• Customer Escalation
• Debugging
• Distributed Systems
• Post-Sales Support
• Problem Solving
• Enterprise Software
• Python/Shell Scripting