Support and Technical Services

Senior Support/Escalation Engineer

San Francisco

Here at Sysdig, we’re what you might call container-obsessed. It starts with our unique technology, which listens to the heart of the operating system to surface the deepest data with the least overhead. From there, we’ve created the first-ever Container Intelligence Platform, which proactively uncovers issues before they manifest, and allows for deep digging to solve the most complex problems.

Sysdig is currently seeking a Senior Support/Escalation Engineer to join our team. As a member of the Customer Support team, you will be responsible for teaming with your support counterparts and troubleshooting the various issues that our clients face with Sysdig’s Cloud and On-Prem offering. You will be a key point of customer contact for resolving complex technical issues. You will also serve as a customer advocate, ensuring our customers are successful with their deployments, while continuously receiving exemplary service.

 

Role Responsibilities:

  • Work as an integral member of the support team providing incident management and customer problem resolution
  • Document issues and collaborate with Engineering (as required) to provide solutions.
  • Conduct technical troubleshooting sessions with internal team members and customers
  • Assist in customer installs and integrations
  • Help with development of internal and customer-facing documentation
  • Play a key role in the formulation of FAQs and execution process and procedures
  • Help triage and document bugs and enhancement requests as seen in the field
  • Train and support other team members and channel partners (as required)
  • Act as a product enhancement feedback loop with product management and engineering

 

Required Qualifications:

  • 5+ years of experience as a technical support/escalations resource for enterprises in a similar or related field (container management, cloud management, systems management, PaaS)
  • Hands-on Linux experience is a must
  • Should have scripting knowledge (Bash/Shell/Python, etc)
  • Knowledge of software application monitoring frameworks
  • Excellent writing and interpersonal communication/relationship skills
  • Ability to work effectively and manage multiple customer issues simultaneously
  • Self-motivated with strong self-development ability
  • Ability to thrive under pressure, self-manage and prioritize activities

 

Desired Qualifications:

  • Working knowledge of cloud/container computing and technologies like AWS, Docker, Kubernetes, OpenShift and other tools/platforms like Cassandra, Elasticsearch, Kafka
  • Experience in using or integrating with Systems Management Technology
  • Hands-on experience with PaaS tools or other cloud management software
  • Software development experience using Java, Ruby, Go, Python
  • Previous start-up experience a plus
  • Experience in application integration is highly desired

 

Why work at Sysdig?

  • We’re a well-funded startup that already has a large enterprise customer base.
  • We have a pragmatic, approachable culture, from the CEO down.
  • We have an organizational focus on delivering value to customers.
  • Our open source tools (https://www.sysdig.org) are widely used and loved by technologists & developers.
  • We have a fun team and company events, beer outings, and lots of espresso (if you’re into that).

 

Along with top notch health insurance coverage, we offer a variety of benefits and perks, such as

  • Desk and tech setup of your choice (for wherever you work)
  • IRA with company matching up to 3% of salary
  • Unlimited vacation policy
  • Monthly self-improvement grant – spend on yourself however you see fit!
  • Free weekly team lunches and delicious snacks every day of the week 
  • Free monthly house cleaning service

Are you ready to join us?

We're excited to receive your application.

Sysdig is an Equal Opportunity Employer.

We do not discriminate on the basis of race, color, national origin, religion, gender, age, veteran status, sexual orientation, marital status or disability (in compliance with the Americans with Disabilities Act) with respect to employment opportunities.