[Hiring] Member of Engineering (Technical Support Engineer) @Poolside

Role Description

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. This role requires strong problem-solving skills, technical expertise, and the ability to reach conclusions with minimum information.

Your mission: You’ll be obsessed with the quality of service Poolside provides and how customers are always up and running.

Responsibilities

• You’ll be customer-obsessed and bridge customers and engineers to identify and solve any issue blocking the customer.
• Create documentation, runbooks, and tools to help our support team scale efficiently.
• Promote timely and professional technical support via support tickets and the occasional call.

Qualifications

• 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.

Process

• Intro call with John, our Support Engineering lead
• Technical Interview(s) with a panel composed by John and other Engineers
• Team fit call with the People Team
• Final Interview

Benefits

• 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