Level 2 Customer Support Engineer

About Cloudsmith

Cloudsmith (https://cloudsmith.com), your friendly neighbourhood Package Management startup is a fully-managed 24/7 Software-as-a-Service (SaaS) for securely storing, scanning and sharing assets, packages, and containers. We have shipped millions of software packages for companies around the world and specifically help with: (1) development, for building pipelines and managing dependencies; (2) deployment, for delivery to servers; and (3) distribution, for helping vendors sell and distribute software.

Following a series of successful funding rounds, Cloudsmith is a VC backed startup, with support from investors, and customers from across the world. We need your help to continue our mission of being the world’s best choice for software storage and distribution, and this is an incredibly exciting opportunity to become part of the success story. You’ll be getting in on the ground floor as an early hire at the company. Our goal is to become Ireland’s next SaaS-based technology IPO, and we can get there together.

Position Overview

Cloudsmith is seeking an exceptional Level 2 Support Engineer to join our Customer Success team and help us provide world-class engineering support.

As a hands-on role reporting to our VP of Product, you'll have fantastic career opportunities and make tangible contributions to our company's success. With your proven technical background and problem-solving skills, you'll play a crucial part in our customer-centric approach, providing technical assistance to our customer success team.

You'll act as a bridge between our core engineering teams and front-line customer success teams, bringing your experience and ideas to help us continuously improve our support services. Join us and become an integral part of our dynamic and innovative team.

About You

Are you a problem-solver with a technical background and experience in development or testing? Do you understand software installation, deployment, configuration, and upgrade? Are you familiar with distributed systems, scale, and performance? If so, we want you!

We're seeking someone fearless in taking on the unknown with a passion for tackling complex challenges. Join our team and put your skills to the test, working with cutting-edge technology and contributing to the development of innovative solutions.

Requirements

Join our team and work with some of the best technology the Cloud has to offer! We use cutting-edge tools like Python, Django, Chef, Ruby, Docker, and more for packaging, integrations, tooling, and platform support services. Our stack also includes AWS services like EC2, S3, CloudFront, Fargate, and Lambda, as well as GitHub, DataDog, and CircleCI.

As a technical role, you'll need to be comfortable with APIs, workflows, tasks, and interfaces (UI/CLI) while prioritizing performance, usability, maintainability, and security. You'll work across our entire business, from sales to product and engineering, to ensure our customers receive the highest care possible.

Our service is critical, which means you'll share an on-call rotation with the support team and have access to core engineering support. We're a caring team with a culture of ownership, and we'll need your help to refine our processes and provide world-class engineering support.

Join us and help build and support the world's best package management service. Let's make the world a better place with superlative, highly available, and secure package management that is dependable for everyone.

Responsibilities

• Master the Cloudsmith platform and become an expert in all its capabilities
• Analyze technical requests and promptly resolve customer issues with clear and concise responses
• Identify, prioritize, and tackle bugs to ensure a seamless customer experience
• Verify and replicate customer issues to accurately assess their impact and prioritize them for resolution
• Work closely with core engineering to fix bugs or provide detailed replication steps
• Assist customers with onboarding by providing migration scripts, integration support, and technical guidance
• Contribute to a robust technical knowledge base
• Collaborate on integration projects to expand the platform’s capabilities and meet customer needs

We’re looking for a candidate with:

• Proven technical experience in modern software applications and workflows
• Knowledge of modern cloud platforms such as AWS, GCP, or Azure
• Ability to effectively prioritize and manage bug reports and feature requests based on their impact on the product and business goals
• Familiarity with APIs, software provisioning, upgrade, and deployment
• Experience with Continuous Integration and Continuous Delivery techniques
• Strong