Product Support Technician, Tier 1 Support
The Home Depot
CitrixCloudDNSSMTP
Job Level
Mid-LevelSenior
Tech Stack
AWSAzureCloudDockerGoogle Cloud PlatformGrafanaGraphQLJenkinsKubernetesLinuxMySQLPostgresPython
About the role
- Serve as the primary technical contact for enterprise customers, owning issues from first report to resolution.
- Troubleshoot complex challenges across cloud environments, CI/CD pipelines, SCMs, APIs and integrations.
- Investigate and resolve issues in source control management (SCM) platforms such as GitHub, GitLab and Bitbucket.
- Work with Grafana dashboards and monitoring tools to diagnose system and integration problems.
- Partner with R&D to diagnose product issues, drive fixes and provide feedback for platform improvements.
- Provide clear, proactive communication with customers, managing expectations during high-impact issues.
- Share knowledge through documentation, runbooks and training sessions to empower customers and teammates.
- Advocate for customers internally, ensuring their needs influence product priorities and enhancements.
Requirements
- 3+ years in technical or product support, ideally for SaaS, AppSec or DevOps platforms.
- Tier 3-level troubleshooting skills across: Source control systems (GitHub, GitLab, Bitbucket), APIs (REST/GraphQL, authentication, integrations), Cloud platforms (AWS and GCP required; Azure a plus), Monitoring & observability tools (Grafana or similar), Operating systems (Linux/Windows), Containers & orchestration (Docker, Kubernetes), CI/CD pipelines (Jenkins, GitHub Actions, GitLab, Azure DevOps), Databases (PostgreSQL/MySQL).
- Scripting skills (Python, Bash, or PowerShell) for diagnostics and automation.
- Excellent customer communication skills: able to explain complex technical issues in plain language.
- Self-motivated, comfortable in a remote-first environment and able to collaborate across time zones.
