Support Engineer

Overview

Job Description

Responsibilities

• - Work closely with customers, from early discovery meetings, to installation and onboarding, to ongoing production operations
• - Manage and triage inbound customer communications, driving customer issues to resolution by providing timely responses that meet SLA levels
• - Participate in regular on-call rotations to provide support for critical customer issues
• - Build and maintain customer and team knowledge base documentation for troubleshooting common issues
• - Work with the product assurance team to perform system level validations and participate in the release readiness process ahead of customer updates
• - Work with sales, solutions engineering, and product assurance teams to create customer-specific runbooks that support installations and ongoing operations
• - Work closely with engineering to prioritize bug fixes and feature requests, documenting and communicating status and next steps
• - Build credibility with Oxide customers, establishing Oxide as a trusted partner
• - Provide simple tools, processes, and documentation for customers to get the service they need
• - Thoroughly document feedback from customers and collaborate with internal teams to ensure that products and services continue improving over time

Required Skills

• - Feel a sense of responsibility for the success of each customer, and measure that success in their terms
• - Open to travel on short notice to participate in onsite troubleshooting when the situation calls for in-person support
• - Experience supporting a broad and highly technical product or service
• - Deeply curious about the companies you work with, seeking to understand what makes their businesses thrive and what challenges they are facing
• - Pride in developing a deep understanding of the product you are supporting, and excited at the prospect of being able to run it yourself
• - Excited about a wide range of technical topics and dig really deep into them
• - Passionate about helping to shape a new product in these early days
• - Nice-to-have, but not required, is the desire to obtain a security clearance for onsite federal customer support needs

Benefits

• - Remote first
• - Flexible working hours
• - Premium healthcare with 100% of premiums covered for employees and dependents