Acuity, Inc.

Support Engineer

• Act as the primary contact for customer inquiries via email, phone, and virtual meetings.
• Deliver timely, empathetic, and effective support that enhances customer trust and satisfaction.
• Troubleshoot, triage and resolve technical issues while communicating solutions clearly and confidently to both technical and non-technical audiences.
• Escalate complex issues to Production Support team by providing detailed troubleshooting documentation, ensuring faster resolution and minimizing customer disruption.
• Partner with Customer Success, Engineering, and Product teams to advocate for customer needs, influence product improvements, and ensure a unified support experience.
• Serve as a subject matter expert on our platform. Guide customers through configuration, best practices, and technical requirements to maximize platform value and usage.
• Build trust-based relationships with customers through consistent, high-quality interactions.
• Manage support tickets with accuracy and urgency, ensuring timely follow-ups and resolution in alignment with service level agreements.
• Act has a product SME, consistently staying ahead of product updates while staying informed on known product issues.
• Contribute to team knowledge and process enhancements that improve efficiency and customer outcomes.
• Create and maintain customer-facing documentation that empowers users to self-serve and reduces inbound support volume.

Technical Support Engineer

DevOps Engineer

• Azure Cloud & Kubernetes (AKS): Architect, deploy, and manage highly available Kubernetes clusters in Azure Kubernetes Service (AKS), ensuring scalability, performance, and security for production workloads.• GitOps Enablement: Design and implement GitOps workflows leveraging GitHub and related tooling to enable declarative, version-controlled infrastructure and application deployments.• CI/CD Modernization: Build and optimize CI/CD pipelines (GitHub Actions, Azure DevOps, or similar) to accelerate delivery while maintaining quality, security, and compliance.• Observability & Reliability: Expand and refine observability platforms (Prometheus, Grafana, ELK, Azure Monitor) to delivery actionable metrics, logs, and traces for proactive system health management.• Infrastructure as Code: Use Terraform, Helm, and related tooling to automate infrastructure provisioning and configuration in Azure.• Collaboration & Enablement: Partner with engineering, QA, and product teams to embed DevOps best practices into the SDLC, promoting automation, repeatability, and continuous improvement.• Incident Response: Participate in high-severity incident response, conduct blameless postmortems, and implement preventative measures to strengthen system resilience.• Mentorship & Technical Leadership: Coach and guide DevOps engineers and developers in cloud-native, GitOps , and automation practices.

Technical Support Engineer

Staff DevOps Engineer