Engineering Member – Technical Support Engineer

poolside

Technical Support Engineer troubleshooting customer issues with Poolside's AI development tools. Focused on creating supporting documentation and enhancing customer service experiences.

Posted 4/27/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

AWSGrafanaKubernetesLinuxPrometheus

About the role

Key responsibilities & impact

You will be the first point of contact for customers experiencing technical issues with our product.
You will troubleshoot, diagnose, and resolve technical problems.
The problems will range from issues in our SaaS offer to air-gapped on-prem deployments, where you’ll need to rely on the customer to be your eyes and ears.
You’ll need to be focused on creating the documentation, runbooks, and tools to help our support team scale efficiently.
You’ll be pivotal in promoting timely and professional technical support via support tickets and the occasional call.

Requirements

What you’ll need

Lead the troubleshooting and resolution of complex software and infrastructure issues, including API integrations, system configurations, and performance problems.
Excellent written and verbal communication skills to engage with customers and to create and maintain comprehensive documentation for troubleshooting.
Escalate complex issues to engineering teams and work closely with developers to resolve customer concerns.
Maintain detailed records of support interactions in our ticketing system.
Strong knowledge of AWS (or equivalent), Kubernetes, Linux, and Networking.
Knowledge of monitoring and alerting tools (Grafana, Prometheus, Datadog).
Ability to work independently, prioritize tasks, and manage time effectively.
Experience with support ticketing systems (e.g., Zendesk, Freshdesk, Jira) and remote troubleshooting tools.
Previous experience in on-prem installations is a plus.

Benefits

Comp & perks

Fully remote work & flexible hours;
37 days/year of vacation & holidays;
Health insurance allowance for you and dependents;
Company-provided equipment;
Wellbeing, always-be-learning and home office allowances;
Frequent team get togethers in Paris;
Great diverse & inclusive people-first culture.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

troubleshootingdiagnosingresolving technical problemsAPI integrationssystem configurationsperformance problemsAWSKubernetesLinuxNetworking

Soft Skills

written communicationverbal communicationindependencetask prioritizationtime management