Poolside is looking for a Technical Support Engineer to be the first point of contact for customers experiencing technical issues with their product. The role requires strong problem-solving skills, technical expertise, and the ability to reach conclusions with minimum information.
Requirements
- Lead the troubleshooting and resolution of complex software and infrastructure issues
- Excellent written and verbal communication skills
- Escalate complex issues to engineering teams and work closely with developers
- Maintain detailed records of support interactions in our ticketing system
- Strong knowledge of AWS, Kubernetes, Linux, and Networking
- Knowledge of monitoring and alerting tools (Grafana, Prometheus, Datadog)
- Ability to work independently, prioritize tasks, and manage time effectively
- Experience with support ticketing systems (e.g., Zendesk, Freshdesk, Jira) and remote troubleshooting tools
Benefits
- Fully remote work & flexible hours
- 37 days/year of vacation & holidays
- Health insurance allowance for you and dependents
- Company-provided equipment
- Wellbeing, always-be-learning and home office allowances
- Frequent team get togethers
