Customer Support Engineer (Senior)

At Synadia we are pioneering a new way for digital systems to connect and communicate. Whether between cloud providers, on-premise, or edge, securely, in real-time, and in any environment.

We’re building an amazing support organization and, if the following info sounds exciting, let’s talk!

Non negotiable: You love customers and see problems as a chance to make customers successful and productive.

About the Role

This job is not routine and requires creativity, critical thinking, expert troubleshooting, strong collaboration skills and desire to try something new.

You’ll work directly with customers in sync meetings, design reviews, answering questions, and resolving technical issues with NATS.

Questions range in nature from software bugs, misconfigured networks, failed elements of distributed systems, changing architecture, configuration, upgrade, etc..

You’ll help define processes, build tooling and work across teams to create the most effective and efficient experience for our customers and the support team. A successful candidate has at least five years technical support experience, is motivated and a self-starter capable of working well independently and with a distributed team. This role includes on call support.

Required skills and qualifications

Proven record of L2/L3 level technical support in production. Working in an enterprise grade customer facing environment, troubleshooting complex outages and technical queries, etc
Experience in writing technical documentation like maintenance/upgrade guides, RCA (root cause analysis), short incidents’ summaries, etc.
Strong Unix/Linux systems level understanding and troubleshooting skills, CLI proficiency
Track-record of seeing problems through to a complete resolution
Able to test your solutions, including debugging applications, performance tuning and optimizing software
Understanding of networking concepts like TCP/IP, UDP, TLS, HTTP, Certs, DNS, LoadBalancers, Proxies
Familiar with the principles and challenges of distributed systems, including consistency and availability

Preferred Qualifications

Experience operating, troubleshooting, designing or developing messaging technologies, such as, but not limited to NATS.io, JMS, MQTT, AMQP, Kafka, RabbitMQ
Go (golang) experience
Experience or familiarity with IoT architectures
Experience with Kubernetes and cloud vendors solutions (AWS, GCP, Azure)
Knowledge security and virtualization technologies
Understanding of RAFT
Experience interacting with user groups and open source communities.

Location

US and EU - Remote

Diversity and inclusion

Synadia is an equal opportunity employer. Our continuing policy is to recruit and employ the best-qualified individuals without regard to race, color, sex, religion, national origin, disability, age, sexual orientation, gender identity, and/or any other protected characteristic.

Apply

Please send a cover letter and resume to cs-jobs@synadia.com