Senior Technical Support Engineer USA - Pacific Timezone

Why 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. Whats 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.

The company has raised $73M from investors including Cota Capital Creandum Uncorrelated Ventures and Vintage Investment Partners. CAST AI has nearly 200 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 selfreliant people to help us fulfill this ambitious mission.

Core values that hold us all together:

PRACTICE CUSTOMER OBSESSION. Focus on the customer journey and work backwards. Strive to deliver customer value and continuously solve customer problems. Listen to customer feedback act and iterate to improve customer experience.

LEAD. Take ownership and lead through action. Think and act on behalf of the entire company to build longterm value across team boundaries.

DEVELOP AND HIRE THE BEST. Strive to raise the performance bar by continuously investing in yourself the team and by hiring the best possible candidates for every position. Drive towards personal development and professional growth and mentor others to raise the collective bar.

EXPECT AND ADVOCATE CHANGE. Strive to innovate and accept the inevitable change that comes with innovation. Constantly welcome new ideas and opinions. Share insights responsibly with unwavering openness honesty and respect. Once a path is chosen be ready to disagree and commit to a direction.

Role overview

CAST AI is looking for a Senior Technical Support Engineer with a robust Kubernetes troubleshooting and administration background. If you thrive in a fastpaced 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 Senior 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 youll work on daily:

Primary Subject Matter Expert: Act as the goto 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. Youll 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 AIs 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 teams continued development and success.

OnCall Support: Participate in an oncall rotation providing critical afterhours support. Your commitment to being available during these times ensures customer needs are met promptly maintaining high satisfaction and trust.

Requirements

• Based in USA
• Able to work in Pacific timezone
• Bachelors or Masters degree in Computer Science Engineering or a related field Foundational knowledge is crucial for understanding the complex technical aspects of our product.
• 58 years of handson 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.
• Handson experience with at least one major public cloud provider (AWS Azure GCP). Understanding cloud infrastructures nuances and integration points is crucial for supporting customers in these environments.
• Strong problemsolving 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 nontechnical stakeholders. This includes written communication skills for documenting processes solutions and guides.

Whats init for you

• Remote role that offers flexibility to work from any location within the USA (you have to be able to work in Pacifictimezone)
• 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 selfimprovement or personal projects.