技术支持工程师
Technical Support Engineer
ScaleOps 正在重新定义自主云和人工智能基础设施。我们致力于让 DevOps 和平台工程师摆脱手动资源管理，让他们专注于创新，而不是调整资源。结果是：最大化性能，并将云成本降低多达 80%。
作为自主云和人工智能基础设施资源管理领域的领军者，我们受到 Adobe、Wiz、Epic Games、Northwestern Mutual、Coinbase、DocuSign 和财富 100 强公司的信任，自主管理他们最关键的生产环境。
获得 Insight Partners、Lightspeed Venture Partners 等领先风险投资机构超过 2.1 亿美元融资的支持，ScaleOps 是一个巨大且不断增长的市场中的领先玩家。我们正在构建将推动未来十年企业计算的自主基础设施管理平台。
你将负责的工作
作为 ScaleOps 的技术支持工程师，你将是解决超出平台使用范围的复杂技术问题的第一道防线。你将监控、分类并解决客户报告的事件，确保在规定的 SLA 内解决问题，并与研发、客户成功和产品团队紧密合作，根据常见的客户问题改进平台。
- 作为客户报告的技术问题（包括安装、Helm 配置、权限和集成）的主要联系人
- 全天候监控内部客户问题警报并及时响应
- 管理并负责工单系统，确保及时更新和解决
- 排查 Kubernetes 相关的问题，如入口、SSO 和其他集成
- 将问题升级到相应的团队，提供清晰的文档、日志和上下文
- 复现、调查并记录错误供研发团队
- 维护和扩展支持知识库
- 识别并沟通常见问题，推动产品改进
你将带来的能力
- 强大的 Kubernetes 排查经验（kubectl、Helm、网络）
- 熟悉云原生环境，包括 EKS、GKE、AKS、IAM 和云网络概念
- 在压力下保持清晰简洁的沟通能力
- 注重细节，以 SLA 为导向的思维模式
- 有在生产环境中支持技术平台的经验
最初发布于 Himalayas
查看英文原文
ScaleOps is redefining autonomous cloud and AI infrastructure. We're on a mission to free DevOps and platform engineers from manual resource management so they can focus on innovation, not tuning resources. The results: maximized performance and a reduction of cloud costs by up to 80%.
As the category leader in Autonomous Cloud and AI Infrastructure Resource Management, we're trusted by leading enterprises including Adobe, Wiz, Epic Games, Northwestern Mutual, Coinbase, DocuSign, and Fortune 100 companies to autonomously manage their most critical production environments.
Backed by Insight Partners, Lightspeed Venture Partners, and other leading VCs with over $210M in funding, ScaleOps is the leading player in a massive and growing market. We are building the autonomous infrastructure management platform that will power the next decade of enterprise compute.
What You'll Be Doing
As a Technical Support Engineer at ScaleOps, you'll be the first line of defense for resolving complex technical issues that go beyond platform usage. You'll monitor, triage, and resolve customer-reported incidents, ensuring problems are addressed within defined SLAs, and collaborate closely with R&D, Customer Success, and Product to help improve the platform based on recurring customer issues.
- Serve as the primary point of contact for customer-reported technical problems related to installation, Helm configuration, permissions, and integrations
- Monitor internal customer issue alerts around the clock and respond promptly
- Manage and own the ticketing system, ensuring timely updates and resolutions
- Troubleshoot Kubernetes-related issues such as ingress, SSO, and other integrations
- Escalate issues to the appropriate teams with clear documentation, logs, and context
- Reproduce, investigate, and document bugs for R&D
- Maintain and expand the support knowledge base
- Identify and communicate recurring issues to drive product improvements
What You'll Bring
- Strong, hands-on Kubernetes troubleshooting experience (kubectl, Helm, networking)
- Familiarity with cloud-native environments, including EKS, GKE, AKS, IAM, and cloud networking concepts
- Proven ability to work under pressure while maintaining clear, concise communication
- Detail-oriented and SLA-driven mindset
- Prior experience supporting technical platforms in production environments
Originally posted on Himalayas