Act as the primary L3 owner for all support cases involving on-prem CI
Own customer issues end-to-end.
Serve as the internal and external point of contact for high-severity CI incidents.
Lead or co-lead on-prem CI deployments and upgrades.
Monitor and support on-prem CI environments.
Act as the L3 specialist for DSPM on-prem connectors.
Design, build, and maintain a Support-owned on-prem CI lab.
Create and maintain internal runbooks and knowledge base documentation.
Enable internal teams by training Support, Professional Services, CX, SRE, and R&D.
Drive supportability improvements by filing and owning engineering feedback.

Requirements

5+ years experience in technical support, SRE, or production operations for a SaaS or security product.
Deep, hands‑on experience with Linux, containers, and Kubernetes.
Experience deploying and supporting virtual appliances or on‑prem products in enterprise environments.
Strong understanding of networking in hybrid/on‑prem settings.
Comfortable reading and interpreting logs and metrics from distributed systems.
Able to manage high‑priority incidents calmly and coordinate multiple internal teams.
Excellent written and verbal communication skills.

Benefits

Health insurance
401(k) matching
Flexible work hours
Professional development opportunities

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills

LinuxcontainersKuberneteson-prem CIvirtual appliancesnetworkingincident managementlog interpretationmetrics analysissupport case management

Soft skills

communicationteam coordinationproblem-solvingtrainingleadershipcustomer servicedocumentationsupportability improvementcalmness under pressureend-to-end ownership