Technical Support Engineer

Description

PlainID is the market-leading authorization platform, solving the complex access challenges of the modern, AI-driven enterprise, is on the lookout for a passionate Technical Support Engineer to join our rapidly growing Global Services team. If you're an expert at problem-solving and thrive on providing an exceptional customer experience, this role is for you. In this role, you’ll be a key player in supporting our cutting-edge solutions across a modern tech stack, including Kubernetes, Docker, and major cloud platforms (AWS, GCP, Azure).

At PlainID, we believe in building great things together. We're a team of innovators and collaborators who are empowered to tackle complex challenges, continuously learn, and grow their careers.

Responsibilities

• Own the customer journey: Take ownership of reported issues from start to finish, prioritizing them and ensuring swift, high-quality resolution.
• Become a technical expert: Diagnose, troubleshoot, and reproduce complex technical issues in our cloud-native environment, providing high-quality solutions.
• Collaborate across the organization: Work closely with our R&D, Product, and QA teams to escalate and resolve complex cases, acting as a crucial bridge between customers and our internal teams.
• Drive knowledge and improvement: Create detailed documentation, knowledge-base articles, and best practices. Your insights will directly influence product enhancements and help us proactively address future challenges.
• Provide hands-on support: Assist customers with installations and upgrades, ensuring a smooth and successful experience

Requirements

• 5+ years of technical support experience with enterprise software and cloud services.
• Expertise in troubleshooting: Proven experience in complex environments, with a strong focus on Networking, Linux, SQL databases, and REST APIs.
• Cloud-native proficiency: Hands-on experience with containerization (Kubernetes, Docker) and major cloud platforms (AWS, GCP, Azure).
• Excellent communication: Fluent in English (both written and verbal) with the ability to clearly articulate complex technical concepts.
• Availability: Willingness to participate in a regular on-call rotation, including occasional weekend or holiday support.

Who You Are

• A proactive problem-solver and critical thinker who can take full ownership of issues.
• A collaborative team player with excellent interpersonal skills.
• Resilient and adaptable, you thrive in a challenging, fast-paced startup environment.

Advantages

• Prior experience in a startup or fast-paced tech environment.
• Hands-on scripting experience (e.g., Python, Bash).
• Familiarity with the Identity and Access Management (IAM) domain.

Annual salary range: 90,000-130,000 USD