Unknown - Senior Customer Support Engineer (APAC)
Requirements
• 5+ years of customer support engineering experience, or a comparable customer-facing technical role, preferably with critical software products • 5+ years of experience supporting enterprise customers • 2+ years of experience diagnosing production network connectivity and performance issues • Strong problem-solving, analytical, and troubleshooting skills • Clear, thoughtful communication skills, both verbal and written • Experience with major cloud platforms, distributed systems, microservices architecture, and containerization technologies such as Kubernetes • Experience with a scripting language, such as Bash, Python, or Ruby, to automate reproduction environments and support workflows • Ability to read complex code for troubleshooting • Experience with REST APIs and command line tools • Strong organization, attention to detail, and ability to learn new technologies quickly • Experience working in a startup environment • A customer-first mindset and a strong instinct for automation, process improvement, and efficient resolution strategies • DevOps Engineering, Software Engineering, or Systems Administration experience • Software-defined networking experience, such as Tailscale • Experience supporting engineering teams and the tools they use every day
Responsibilities
• Reproduce and debug customer issues using existing tools, test environments, or custom reproduction setups • Solve incoming technical support requests in a timely manner, including urgent, high-severity cases • Communicate clearly and tactfully with customers throughout the support lifecycle • Gather context, provide diagnostic steps, share resolution guidance, and follow up after issues are resolved • Identify and communicate product usage trends, bugs, and feature requests • Collaborate with Enterprise Account Managers to schedule, coordinate, and lead customer debugging calls • Document customer activity in accordance with internal and external security standards • Guide and mentor new team members on support processes and procedures • Contribute to product documentation, customer knowledge base articles, and best practice guides • Improve support processes, tools, and workflows in collaboration with the broader team • Participate in a periodic on-call rotation for production-down issues
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