Support customers using cloud and self-hosted deployments by diagnosing and resolving technical issues through ticketing systems, screen sharing, and remote tools. You'll work directly with clients and internal teams to address configuration challenges, application behavior, and integration concerns across diverse environments.
Key Responsibilities
- Provide weekend and on-call support as part of a rotating schedule, ensuring system uptime and rapid response to critical issues.
- Diagnose and resolve problems in Java-based web applications using logs, support bundles, Datadog, and command-line tools.
- Guide customers through installation, upgrade, and migration processes for self-hosted platforms to cloud-hosted solutions.
- Reproduce and document software defects in collaboration with engineering teams.
- Contribute to knowledge base articles and internal documentation to improve support efficiency.
- Use tools such as Zendesk, IntelliJ IDEA, VirtualBox, Visual VM, and CLI environments to troubleshoot and validate fixes.
- Stay current with product updates and environment changes through regular training sessions.
Qualifications
Candidates must have at least two years of experience in each of the following: supporting Java web applications, working with Linux command-line interfaces, troubleshooting REST APIs, managing firewall and proxy configurations, and supporting SaaS platforms. Familiarity with Docker and Kubernetes is required; experience with KOTS is a plus. Strong written and verbal communication skills are essential for explaining technical concepts clearly.
Work Environment
This is a virtual-first role with team members across eight countries. The position operates primarily in the Pacific Time Zone and includes scheduled on-call duties during nights, weekends, and holidays. The company fosters an inclusive, learning-focused culture with flexible time off, wellness support, parental leave, and professional development resources including LinkedIn Learning access.
Compensation & Benefits
The package includes a generous 401(k) employer match and a quarterly $75 wellness reimbursement. Comprehensive medical, dental, and vision plans are available, along with flexible leave policies designed to support personal well-being and life events.
Equal Opportunity
This employer is committed to equal opportunity. All qualified applicants will be considered regardless of protected characteristics. Reasonable accommodations are available during the hiring process and for job performance upon request.
