Senior Support Engineer - Americas

Validation Cloud is hiring a Senior Support Engineer - Americas for a role based in Americas. This Web3job summary is prepared from the company’s official listing; confirm the complete scope and requirements on the source page before applying.

Key responsibilities

• Serve as a technical expert and point of contact for enterprise customers, helping resolve production issues and answering platform questions.
• Monitor production systems and infrastructure health, proactively identifying and resolving issues to maintain high availability.
• Collaborate with DevOps and Engineering teams to escalate and troubleshoot deep technical problems.
• Create and maintain customer-facing documentation and internal runbooks to streamline issue resolution.
• Create and expand internal monitoring dashboards.
• Participate in the on-call rotation and lead incident response when necessary.
• Partner with Product and Engineering teams to advocate for customer needs and prioritize fixes and improvements.
• Drive continuous improvements in support operations, tooling, and workflows.

What the team is looking for

• 6+ years of experience in technical support roles with a customer-facing component.
• Strong troubleshooting and debugging skills in distributed systems and cloud-native environments.
• Experience with on-call tools like Opsgenie or Datadog On-call or similar alternatives
• Working knowledge of monitoring tools like DataDog and incident management best practices.
• Strong written and verbal communication skills, especially when engaging with technical and non-technical stakeholders.
• Passion for delivering an outstanding customer experience through technical excellence and empathy.
• This is a 100% Remote position in the Americas region, working hours need to align with North America business hours 9:00am - 5:00pm PST or EST.

Source: View the original company listing and apply there.