Technical Support Engineer

Summary

Join poolside as their first point of contact for customers experiencing technical issues. You will troubleshoot and resolve technical problems ranging from SaaS issues to on-prem deployments, requiring strong problem-solving skills and technical expertise. You'll be customer-obsessed, bridging customers and engineers to solve problems and creating documentation and tools to scale support efficiently. The role demands excellent communication skills, experience with various technologies (AWS, Kubernetes, Linux), and proficiency with support ticketing systems. Poolside offers a fully remote position with flexible hours, generous vacation time, health insurance allowance, company equipment, and various other allowances.

Requirements

• Excellent written and verbal communication skills to engage with customers and to create and maintain comprehensive documentation for troubleshooting
• Strong knowledge of AWS (or equivalent), Kubernetes, Linux, and Networking
• Knowledge of monitoring and alerting tools (Grafana, Prometheus, Datadog)
• Ability to work independently, prioritize tasks, and manage time effectively
• Experience with support ticketing systems (e.g., Zendesk, Freshdesk, Jira) and remote troubleshooting tools

Responsibilities

• Lead the troubleshooting and resolution of complex software and infrastructure issues, including API integrations, system configurations, and performance problems
• Be customer-obsessed and bridge customers and engineers to identify and solve any issue blocking the customer
• Create the documentation, runbooks, and tools to help our support team scale efficiently
• Promote timely and professional technical support via email, chat, and phone
• Escalate complex issues to engineering teams and work closely with developers to resolve customer concerns
• Maintain detailed records of support interactions in our ticketing system

Preferred Qualifications

Previous experience in on-prem installations

Benefits

• Fully remote work & flexible hours
• 37 days/year of vacation & holidays
• Health insurance allowance for you and dependents
• Company-provided equipment
• Wellbeing, always-be-learning and home office allowances
• Frequent team get togethers
• Great diverse & inclusive people-first culture