Rafay is hiring a
Technical Support Engineer

Summary

Rafay is seeking a high-performing problem solver to join their growing support team as a Technical Support Engineer. The candidate will work closely with Rafay’s customers to troubleshoot issues across cloud-native technologies, integrations, and the Rafay platform. The ideal candidate should have 5+ years of experience in a customer-facing technical role, excellent communication skills, proven troubleshooting skills, prior customer support experience, and a bachelor's degree in Computer Science or related field.

Requirements

• 5+ years of experience in a customer-facing technical role
• Excellent communication (written and oral) and interpersonal skills
• Proven ability to communicate clearly and concisely on complex technical topics
• Excellent troubleshooting skills (network communications, virtualization platforms (vSphere, Open Stack), and public cloud platforms (AWS, Google Cloud Platform, Azure, etc)
• Prior customer support experience and use of customer support tools (Jira, Confluence, Zendesk, etc.)
• Bachelor’s degree in Computer Science, or equivalent experience

Responsibilities

• Review, troubleshoot, document, and resolve technical issues raised by Rafay customers
• Respond to customer issues within documented Service Level Agreements
• Reproduce customer reported issues and accurately report product defects and feature requests to the product team
• Act as the customer advocate and escalate issues as necessary to expedite solutions and outcomes
• Become a subject matter expert on the Rafay platform, and stay up to date on new features and releases
• Create knowledge base articles for internal and external audiences
• Participate in on-call rotation for urgent customer escalations, including some weekends

Preferred Qualifications

• Familiarity with the CNCF technology landscape, and ability to quickly learn new technologies and solutions
• Certified Kubernetes Administrator (CKA) a plus

Benefits

• Competitive salary
• Robust benefits
• Attractive stock options
• Solid work/life balance
• Fun and dynamic work environment