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Technical Support Engineer

3 months ago

Miami, United States CAST AI Full time
Job DescriptionJob DescriptionWhy CAST AI?

CAST AI is the leading Kubernetes cost optimization platform for AWS, GCP and Azure customers. The company is on a mission to deliver a fully automated Kubernetes experience. What’s unique about CAST AI is that its platform goes beyond monitoring clusters and making recommendations; it utilizes advanced machine learning algorithms to analyze and automatically optimize clusters, saving customers 50% or more on their cloud spend, improving performance and reliability, and boosting DevOps and engineering productivity.

To date, the company has raised $73M from investors including Cota Capital, Creandum, Uncorrelated Ventures, and Vintage Investment Partners. CAST AI has more than 120 employees globally and is headquartered in Miami, Florida.

However, this is merely the beginning. Our product roadmap is filled with exciting innovations that are yet to come. We are searching for intelligent, motivated, and self-reliant people to help us fulfill this ambitious mission.

Core values that hold us all together:

DEVELOP AND HIRE THE BEST: Be curious and improve continuously to foster personal development and professional growth.

LEAD: Take ownership, never kick the can, and drive things forward in a full-power mode. The company is in your hands.

EXPECT AND ADVOCATE CHANGE: Constantly welcome new ideas and opinions. Share insights responsibly with unwavering openness, honesty, and respect.

PRACTICE CUSTOMER OBSESSION: The customer always, always, always comes first. Solve the customer’s problem, be open to feedback, act on it, and the rest will follow.

A Glimpse into the Customer Success Team

Our customer-obsessed CS team is dedicated to delivering world-class assistance to our clients. They are the bridge between our customers and the wider CAST AI organization, representing the customer's voice to CAST AI and the voice of CAST AI to the customer. The team ensures that our customers are successful in their use of our platform.

Role overview:

CAST AI is looking for a Technical Support Engineer with a robust Kubernetes troubleshooting and administration background. If you thrive in a fast-paced environment, enjoy the challenge of solving complex technical problems, and have a passion for cloud technologies, you could be the perfect fit for our team. As a TSE at CAST AI, you will be an integral part of our mission to lead in Kubernetes automation and cost optimization, providing exceptional support and insights to our global customer base.

What you'll work on daily:

Primary Subject Matter Expert: Act as the go-to CAST AI expert, offering comprehensive technical support to customers. You must understand the ins and outs of our platform to provide authoritative and effective solutions.

Technical Collaboration and Troubleshooting: Collaborate directly with customers to troubleshoot and diagnose complex technical issues. You'll need to communicate effectively to understand their problems, identify solutions, and guide them through resolution processes.

Issue Ownership: Take ownership of customer issues and manage them from initiation to resolution. You will focus on driving these issues to a close, ensuring minimal downtime for customers while enhancing their systems' overall performance and reliability using CAST AI.

Knowledge Sharing: Contribute to the internal knowledge base by documenting best practices, troubleshooting methods, and technical solutions. Create and update technical guides to empower your team and customers with valuable resources for understanding and navigating CAST AI's offerings.

Mentorship and Team Support: Mentor and guide junior team members, helping them grow their skills. Your experience and knowledge will foster a learning environment and ensure the team's continued development and success.

On-Call Support: Participate in an on-call rotation, providing critical after-hours support. Your commitment to being available during these times ensures customer needs are met promptly, maintaining high satisfaction and trust.

Things we look for:
  • Bachelor's or Master's degree in Computer Science, Engineering, or a related field. Foundational knowledge is crucial for understanding the complex technical aspects of our product.
  • 3-5 years of hands-on experience in Kubernetes administration and troubleshooting. This should include comprehensive knowledge of managing clusters, networking, and storage within Kubernetes environments.
  • An excellent understanding of Linux/Unix fundamentals.
  • Hands-on experience with at least one major public cloud provider (AWS, Azure, GCP). Understanding cloud infrastructure's nuances and integration points is crucial for supporting customers in these environments.
  • Strong problem-solving skills and technical understanding. It would help you navigate complex technical environments and develop solutions that align with client needs. It would help if you also had a passion for digging into problems and finding solutions.
  • Excellent communication abilities, effectively articulating technical concepts and solutions to technical and non-technical stakeholders. This includes written communication skills for documenting processes, solutions, and guides.
What is it for you?
  • Remote role that offers flexibility to work from any location (you have to be able to work Philippines Standard time zone).
  • Team of highly skilled professionals to work with and learn from.
  • Impact and visibility. Our organization is flat, getting in touch with CEO or CTO is a common practice here.
  • Monthly salary depending on the level of experience.
  • Short feedback loop. We have an obsession with customer satisfaction. The ship features fast and gets instant feedback. Feature projects tend to be completed in 1 to 4 weeks, depending on the scope.
  • Skin in the game. Every employee gets a share of the company.
  • Time to focus on work with a minimum overhead of meetings, bureaucracy, etc.
  • 10% time to focus on self-improvement or personal projects.