Customer Support Engineer

Ocho People are proud to be partnering with their client on this search. Our client helps enterprises control infrastructure complexity through cloud automation and cost optimization. They're looking for a Support Engineer to help their customers successfully operate and optimize their product across complex cloud and Kubernetes environments. In this role, you'll be on the front lines of customer success — troubleshooting technical issues, supporting production environments, and partnering closely with engineering, product, and customer-facing teams to deliver reliable, high-quality outcomes. This is a great fit for someone with hands-on Kubernetes and cloud infrastructure experience who also enjoys working directly with customers. Responsibilities: Serve as a technical point of contact for customers, diagnosing and resolving issues related to the product, Kubernetes, cloud infrastructure, and integrations.Investigate, troubleshoot, and resolve complex technical problems across distributed systems in customer environments.Reproduce issues, analyse logs, metrics, and system behaviour, and document findings clearly.Collaborate closely with engineering and product teams to escalate bugs, contribute to root cause analysis, and validate fixes.Assist customers with configuration, initial deployments, and best practices for operating the product in Kubernetes and cloud-native environments.Create and maintain technical documentation, knowledge base articles, and troubleshooting guides.Advocate for customer needs by providing feedback to engineering and product teams, and occasionally contribute pull requests.Continuously improve support processes, tooling, and operational readiness.Learn and apply new technologies to expand technical expertise and improve customer outcomes. What you'll bring: Bachelor's degree in computer science, information technology, or a related field, or equivalent practical experience.3+ years of experience in a technical support, systems engineering, SRE, or DevOps-related role.Hands-on experience with Kubernetes on infrastructure, containers, and cloud platforms (AWS preferred).Customer support experience, with a track record of troubleshooting and resolving issues directly with customers.Strong troubleshooting skills in distributed systems and production environments.Familiarity with Linux systems, networking concepts, and application logs/metrics.Ability to read and understand application code (Go, Python, or similar languages preferred).Strong written and verbal communication skills, with the ability to explain technical concepts clearly to both technical and non-technical audiences.Proven ability to learn new technologies quickly and adapt in a fast-paced environment.Experience supporting SaaS products or enterprise customers is a plus.Kubernetes certifications (CKA or similar) are a plus.