Senior Technical Support Engineer

Summary

Join Domino's Support Team and build a world-class support organization, removing roadblocks for our customers. You will manage customer issues across various levels, advocate for customer needs with product and engineering teams, and handle escalations effectively. Contribute to the knowledge base and participate in outage deflection initiatives. This role requires extensive technical experience, Linux expertise, cloud platform experience, and strong customer focus. We value a growth mindset, truth-seeking, and a collaborative environment.

Requirements

• Minimum of 7 years of hands-on experience with diverse technologies and infrastructure
• Proficiency in Linux command line and server administration
• Experience with AWS, Azure, or GCP
• Strong sense of accountability and commitment to honoring all obligations
• Passion for exploring new technologies and a "tinkerer’s mentality"
• Ability to manage customer expectations, with a sense of urgency and timeliness in interactions
• Commitment to maintaining a collaborative environment, sharing knowledge with peers and customers
• Ability to manage multiple tasks, switch gears effectively, and handle time-sensitive issues
• Expertise in internal escalation processes and customer de-escalation techniques

Responsibilities

• Address and resolve customer issues related to the Domino product and its configuration across L1, L2, and L3 levels. This includes timely diagnosis and resolution of both production and pre-production problems, with clear and effective communication to establish appropriate expectations
• Represent customer needs to the Product and Engineering teams by creating actionable and detailed defect reports and enhancement requests in Jira
• Master escalation processes and manage escalations effectively by adhering to established standards for customer expectation management and de-escalation
• Contribute to the knowledge base by writing and reviewing technical articles, FAQs, examples, and how-to guides for both internal and customer use
• Begin contributing to initiatives aimed at preventing outages and improving system reliability

Preferred Qualifications

• Familiarity with Kubernetes and Docker
• Experience with MongoDB, Postgres, Python, R, Hadoop, and/or Spark

Benefits

#LI-Remote