Support Engineer

About the job Support Engineer

We're building a new 24/7 support engineering function and need technical experts who can debug complex cloud and Kubernetes issues. This is NOT traditional L1 support - you'll work directly with our compute platform, requiring deep technical skills similar to a senior system admin.

Location: Remote
Start date: ASAP
Languages: English (required)
Hours: Must be available during APAC business hours for 24/7 coverage

About the Role

We are looking for someone who thrives on technical challenges, loves debugging complex systems, and can quickly understand how distributed platforms work. You should be the person who can take a vague customer complaint ("it doesn't work") and systematically narrow it down to the exact Kubernetes pod, configuration issue, or infrastructure problem.
This is an opportunity to work with cutting-edge compute platform technology while building out an entirely new function for the company.

• Receive and investigate customer-reported issues with compute platform
• Debug and troubleshoot complex Kubernetes environments (primarily self-hosted)
• Master log analysis and issue reproduction
• Navigate entire compute platform to identify root causes
• Provide detailed technical findings to engineering teams
• Work independently with full cluster access
• Document issues and solutions for knowledge base
• Escalate critical issues with comprehensive technical context

What Were Looking For

• 6 years in technical support engineering, SRE, or platform engineering
• Expert-level Kubernetes troubleshooting and debugging skills
• Deep understanding of containerized applications and orchestration
• Proficiency with cloud platforms (self-hosted Kubernetes focus)
• Strong log analysis and debugging methodology
• Ability to quickly learn complex distributed systems
• Excellent problem-solving skills under pressure
• Strong written communication for documentation
• Self-motivated and able to work independently

Bonus Points

• Coding ability (not required but helpful)
• Experience with compute platforms or similar systems
• Background in customer-facing technical roles
• AWS/GCP/Azure certifications
• Experience with monitoring tools (Prometheus, Grafana, etc.)
• Previous work in startup or fast-paced environments

Why This Role Will Pivot Your Career

• This is NOT traditional support - you're essentially debugging like sys admin in the compute team
• Full access to production Kubernetes clusters
• Work directly with complex cloud infrastructure
• Requires technical depth similar to platform engineers
• No coding required, but must understand technical systems deeply
• New role for the company - opportunity to shape the function

Pragmatike is an Equal Opportunity Employer and is committed to providing equal employment opportunities to all applicants without discrimination. We recruit on behalf of our clients and prohibit discrimination and harassment based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.We are committed to a fair and inclusive hiring process. We process your personal data solely for recruitment purposes, in accordance with applicable privacy laws, and maintain reasonable safeguards to protect your information. Your data may be shared with our client(s) for hiring consideration, but will not be disclosed to third parties outside of the recruitment process.