Senior Technical Support Engineer at RapidFort, Inc.

United States

$100k - $150k

Job Title Senior Technical Support Engineer (Post-Sales | Kubernetes & Cloud Platforms) Reporting to: Head of Customer Escalations Role Overview We are looking for a Senior Technical Support / Customer Escalation Engineer to join a growing post-sales technical team. This role sits at the intersection of engineering, customer success, and solutions engineering, with a primary focus on post-deployment customer support, escalation management, and technical debugging. This is not a sales role and not a backend engineering role. It is a hands-on, customer-facing technical role responsible for ensuring successful customer adoption, stability, and ongoing value from our platform—particularly in Kubernetes-based and cloud-native environments. The ideal candidate is technically strong, customer-oriented, and comfortable debugging complex issues before escalating them to engineering with high-quality context. Key Responsibilities Customer Escalation & Post-Sales Support Act as a technical escalation point (Tier 2 / Tier 3) for enterprise customers post-sale Own technical follow-ups for key customers, including: Regular cadence check-ins Understanding customer roadmaps Aligning internal delivery and issue resolution with customer priorities Serve as the technical bridge between customers, customer success, and engineering Technical Debugging & Investigation Debug issues related to: Kubernetes deployments Cloud-native runtime environments Platform tooling and curated images Reproduce customer issues, collect logs/telemetry, isolate root causes, and document findings Provide engineering with actionable, well-scoped problem statements, not raw tickets Track issues through resolution and communicate timelines and updates back to customers Platform & Product Feedback Identify recurring customer issues and usage patterns Translate findings into: Product enhancement requests New use cases Process improvements Contribute to internal knowledge bases, runbooks, and escalation playbooks Cross-Functional Collaboration Work closely with: Engineering (for root cause analysis and fixes) Solutions Engineering (to support post-sales handoff) Customer Success (to ensure customer health and retention) Occasionally support live customer calls when deep technical expertise is required Required Technical Skills Strong Kubernetes fundamentals, including: Deployments in varied customer environments Troubleshooting runtime and infrastructure issues Understanding how Kubernetes interacts with cloud platforms Experience debugging cloud-native platforms, not just deploying them Ability to read logs, understand system behavior, and reason through distributed systems issues Scripting or automation experience (e.g., shell, Python, pipeline tooling) is a strong plus Note: This role does not involve designing Kubernetes architectures from scratch—focus is on debugging, investigation, and operational problem-solving. Required Experience 4–10+ years of relevant experience, with flexibility for exceptional candidates Background may include: Technical Support / Escalation Engineering Solutions Engineering (with strong post-sales exposure) Cloud / Platform Engineering with customer-facing responsibilities Demonstrated experience supporting enterprise customers in production environments We are open to candidates who either: Come from a deep technical background and moved closer to customers, or Have extensive customer-facing technical experience supporting complex platforms Soft Skills & Traits Strong communicator — able to explain technical issues clearly to customers Comfortable owning problems end-to-end Calm under pressure during customer escalations Curious, adaptable, and quick to learn new products Flexible mindset — role will evolve as the platform and customer base grow Why This Role High visibility and impact on customer success Direct influence on product quality and roadmap Opportunity to work across engineering, product, and GTM teams Ideal for someone who enjoys solving real customer problems, not just writing tickets Compensation & Eligibility The base salary range for this role is $100,000–$150,000 USD, depending on experience and qualifications. Due to the nature of this position and work with U.S. Government / DoD customers, U.S. citizenship is required, and candidates must be eligible to meet applicable security and background requirements.