Support Engineer

Were looking for a Support Engineer who goes beyond handling tickets and truly owns the customer experience end-to-end. In this role, youll deliver white-glove, technically deep support, resolve issues with minimal customer effort, and act as a trusted bridge to R&D- reducing their load while helping improve the product. Its a great fit for someone who enjoys diving deep, taking ownership, and making a real impact, with the opportunity to provide fast on-site response when needed.ResponsibilitiesDeliver a white-glove customer experienceOwn customer issues end-to-endIndependently investigate and resolve technical issuesAct as the technical interface to R&D, helping reduce operational loadProactively identify and prevent recurring issuesMaintain high standards of operational excellence and system reliability.Requirements: 5 years of experience in technical support rolesAdvanced troubleshooting and root cause analysisStrong system and architecture understandingExperience with NoSQL databases (e.g., MongoDB, Neo4j)Familiarity with microservices architecture and tools such as Docker and KubernetesLog, metrics, and data analysisReproduction and debugging skillsExperience with GrafanaExperience working with Jira and MondayStrong sense of ownership and accountabilityProblem classification and decision-making skillsExcellent customer communication and empathyAbility to collaborate effectively with R&D teamsProactive approach to issue preventionOperational excellence and reliability mindsetNice to Have:Familiarity with AI and agentic application patternsBackground in cybersecurity, threat intelligence, or related domains.This position is open to all candidates.