[Hiring] Senior Technical Support Engineer @RapidFort, Inc.

Role Description

We are looking for a Senior Technical Support / Customer Escalation Engineer to join a growing post-sales technical team. This role sits at the intersection of engineering, customer success, and solutions engineering, with a primary focus on post-deployment customer support, escalation management, and technical debugging. This is not a sales role and not a backend engineering role. It is a hands-on, customer-facing technical role responsible for ensuring successful customer adoption, stability, and ongoing value from our platform—particularly in Kubernetes-based and cloud-native environments. The ideal candidate is technically strong, customer-oriented, and comfortable debugging complex issues before escalating them to engineering with high-quality context.

Key Responsibilities

• Customer Escalation & Post-Sales Support
  • Act as a technical escalation point (Tier 2 / Tier 3) for enterprise customers post-sale
  • Own technical follow-ups for key customers, including:
    • Regular cadence check-ins
    • Understanding customer roadmaps
    • Aligning internal delivery and issue resolution with customer priorities
  • Serve as the technical bridge between customers, customer success, and engineering
• Technical Debugging & Investigation
  • Debug issues related to:
    • Kubernetes deployments
    • Cloud-native runtime environments
    • Platform tooling and curated images
  • Reproduce customer issues, collect logs/telemetry, isolate root causes, and document findings
  • Provide engineering with actionable, well-scoped problem statements, not raw tickets
  • Track issues through resolution and communicate timelines and updates back to customers
• Platform & Product Feedback
  • Identify recurring customer issues and usage patterns
  • Translate findings into:
    • Product enhancement requests
    • New use cases
    • Process improvements
  • Contribute to internal knowledge bases, runbooks, and escalation playbooks
• Cross-Functional Collaboration
  • Work closely with:
    • Engineering (for root cause analysis and fixes)
    • Solutions Engineering (to support post-sales handoff)
    • Customer Success (to ensure customer health and retention)
  • Occasionally support live customer calls when deep technical expertise is required

Qualifications

• Strong Kubernetes fundamentals, including:
  • Deployments in varied customer environments
  • Troubleshooting runtime and infrastructure issues
  • Understanding how Kubernetes interacts with cloud platforms
• Experience debugging cloud-native platforms, not just deploying them
• Ability to read logs, understand system behavior, and reason through distributed systems issues
• Scripting or automation experience (e.g., shell, Python, pipeline tooling) is a strong plus
• Note: This role does not involve designing Kubernetes architectures from scratch—focus is on debugging, investigation, and operational problem-solving.

Requirements

• 4–10+ years of relevant experience, with flexibility for exceptional candidates
• Background may include:
  • Technical Support / Escalation Engineering
  • Solutions Engineering (with strong post-sales exposure)
  • Cloud / Platform Engineering with customer-facing responsibilities
• Demonstrated experience supporting enterprise customers in production environments
• We are open to candidates who either:
  • Come from a deep technical background and moved closer to customers, or
  • Have extensive customer-facing technical experience supporting complex platforms

Soft Skills & Traits

• Strong communicator — able to explain technical issues clearly to customers
• Comfortable owning problems end-to-end
• Calm under pressure during customer escalations
• Curious, adaptable, and quick to learn new products
• Flexible mindset — role will evolve as the platform and customer base grow

Why This Role

• High visibility and impact on customer success
• Direct influence on product quality and roadmap
• Opportunity to work across engineering, product, and GTM teams
• Ideal for someone who enjoys solving real customer problems, not just writing tickets

Compensation & Eligibility

• The base salary range for this role is $100,000–$150,000 USD, depending on experience and qualifications.
• Due to the nature of this position and work with U.S. Government / DoD customers, U.S. citizenship is required, and candidates must be eligible to meet applicable security and background requirements.