Lead Technical Support Engineer

Responsibilities

• Lead daily support operations, including ticket triage, task assignment, and workload balancing.
• Monitor SLAs to ensure timely response and resolution across different shifts and regions.
• Act as a technical mentor for junior engineers through guidance and code reviews of scripts and configurations.
• Serve as the primary internal escalation point for complex technical issues and critical customer incidents.
• Perform deep-dive root-cause analysis on logs, traces, and dumps within Kubernetes, Linux, and Cloud environments.
• Collaborate with Engineering and DevOps teams to reproduce bugs, test hotfixes, and improve product reliability.
• Refine support workflows, runbooks, and knowledge base documentation.

Requirements

• 5+ years of experience in Technical Support or DevOps.
• 1+ years of experience in a Lead, Senior, or Mentor role managing queues or guiding engineers.
• Advanced hands-on experience with Kubernetes administration and troubleshooting.
• Administrator-level knowledge of Linux (system internals, networking, and storage).
• Proficiency in Bash and Python for automation and log analysis.
• Experience querying and troubleshooting MongoDB and PostgreSQL databases.
• Strong communication skills with the ability to de-escalate critical customer situations.
• Fluency in English (Spanish or Portuguese is a plus).

Benefits

• Flexible time off and wellness resources.
• Company-sponsored team events.
• Opportunities for professional growth within a high-innovation environment.

About the Company

Everpure is fundamentally reshaping the data storage industry. We are a team of innovators and trailblazers dedicated to building technology that changes the world. We pride ourselves on a culture of growth, collaboration, and inclusivity.