Senior Customer Support – Object Storage

Job Description:

• Communicate with customers through various channels (phone, chat, meetings, support cases) to understand their needs, build trust, and exceed expectations. Efficiently handle escalations: minimal repro, timestamps, request IDs, clear impact summary, proposed next steps.
• Investigate and resolve Tier 2 support tasks, including issues related to S3 API errors, access, performance/latency, SDK/client behavior, and network performance.
• Work directly with customer technical staff, managing competing priorities with a sense of urgency.
• Collaborate with the Engineering team to drive product enhancements based on customer use and feedback (bug fixes, features, and documentation).
• Contribute to internal knowledge and process improvement by writing KB articles/runbooks, documenting product behaviors, suggesting improvements, and helping develop and maintain internal support tools.
• Participate in on-call rotations with short response times to manage critical incidents.

Requirements:

• 5+ years in technical support, sysadmin, or DevOps troubleshooting, working with one of the major cloud solutions (AWS, GCP, Azure) and services.
• Solid expertise in networking (HTTP/S, TCP/IP, DNS, TLS/SSL, REST) and debugging tools (curl).
• Hands-on familiarity with backup tools (e.g., Veeam) and/or S3 clients (S3 Browser, rclone, aws cli).
• Strong Linux CLI/SDK skills.
• Solid scripting experience (Python/Bash) for troubleshooting/log parsing.
• Proficiency in log/metric analysis (e.g., Grafana, Loki).
• Solid understanding of S3 Object storage & backup basics (backup/restore, retention, repositories, immutability (WORM/Object Lock), Virtual Machines (VMware/Hyper-V) and advanced troubleshooting.
• Solid understanding of Kubernetes concepts (service, ingress, pod logs).
• Excellent, structured English communication.
• Solutions-oriented, analytical, and strong team player attitude.

Benefits:

• Competitive salary coupled with direct engagement in your success through an enticing ESOP.
• Ideal company stage with established revenues and a growing market, strong funding and a scaling team.
• Collaboration with experienced, passionate, and supportive colleagues, leveraging cutting-edge technology.
• Fantastic office situated in a trendy location with access to complimentary healthy brain food and a subsidized premium gym membership.
• Monthly collaborative meet-up weeks featuring team events.