Technical Support Engineer (Intermediate)

Summary

Join Akuity as a Technical Support Engineer and provide exceptional support to our open-source and enterprise customers using various communication channels. You will develop deep technical expertise in GitOps and Akuity's offerings, troubleshoot and resolve customer issues, and contribute to improving our support processes and documentation. This role requires a passion for user support, systems thinking, and experience with Kubernetes infrastructure and the software development lifecycle. You will work with different Akuity systems and escalate unresolved issues to appropriate internal departments. Akuity is a fast-growing company committed to open-source software and offers a collaborative and supportive work environment.

Requirements

• A passion for working directly with users and knowing how to provide context thoughtfully
• Excitement to be a point of contact for our open source and enterprise customers
• A proactive and strategic attitude where you can anticipate issues and ensure scalable resolutions
• A knack for systems thinking, which naturally brings you to the root cause of problems
• Experience configuring and troubleshooting Kubernetes infrastructure
• Familiarity with the software development lifecycle, CI/CD, or GitOps concepts
• 2+ years experience working in a Support related capacity working directly with customers

Responsibilities

• Offer superb support to our open-source users and Enterprise customers, who can contact us through various channels: chat, forum, Github—and phone
• Develop deep technical expertise in GitOps, Akuity’s offerings, and similar technologies
• Recognize common support patterns and be able to escalate to the engineering team when needed
• Help develop and iterate on our support playbook by building processes and systems
• Improve Akuity’s documentation as you see fit to improve the customer’s experience

Preferred Qualifications

• Experience with using and administering Argo projects (e.g., Argo CD, Argo workflows, Argo Events, or Argo Rollouts)
• Experience with Cloud Providers such as AWS, Azure, and Google Cloud and managed Kubernetes services like EKS, AKS, and GKE