Senior Support Engineer

About the job

Come join the company that's revolutionizing data protection and enabling businesses to succeed in the cloud. As one of the fastest-growing startups, Eon is dedicated to helping organizations protect their cloud environments and drive business growth. We're trusted by data protection teams worldwide and have built a culture that attracts and nurtures exceptional talent.

Summary

As a Senior Support Engineer, you will join a global team dedicated to delivering exceptional technical support. You'll troubleshoot customer issues using logs, networking, system administration, and facilitate documentation updates. When needed, you'll create custom solutions and scale our support offerings through coding and scripting.

What You'll Do

• Responsible for technical customer support experience within the Eon product
• Own, troubleshoot, and solve customer technical issues using collaboration, troubleshooting best practices, and transparency within and across teams
• Identify cases that require escalation (either technically or strategically)
• Create, maintain, and coordinate incident management requests to product or engineering
• Design and implement solutions that scale the support offering through automation
• Participate in on-call rotation for after-hours, holiday, and weekend support coverage

What You'll Bring

• Must be comfortable working 9-6 EST
• 5+ years of hands-on, technical experience in customer support, technical support, system administration, or related customer-facing role
• 2+ years experience with Cloud technologies (Azure, AWS, GCP)
• Experience in reading or debugging code in one or more of the following: Go, Python, JavaScript
• Proficiency with command-line tools and Linux operating system environments
• Experience with DevOps technologies
• Familiar with REST APIs or GraphQL
• Knowledge of basic Web technologies (e.g., HTTP, HTML, DNS)
• Understanding of networking fundamentals (e.g., TCP/IP, Routing, VPNs, VLANs, Peering, Load Balancing)
• Understanding of relational databases
• Understanding of Cloud security constructs like IAM roles