Senior Technical Support Engineer - India - Bangalore India
Who We are?
Rafay Systems delivers a SaaS-first, enterprise-grade Kubernetes management platform that enablescompanies to deploy and operate modern applications across data centers, public cloud and edgeenvironments. The platform, called the Kubernetes Management Cloud (MKP), has been built from theground up for enterprise-class scalability, security, interoperability and is combined with expert services& support. We work hard, inspired by passion for our product and are always challenging ourselves toreach further and achieve more. We have recently introduced our approach to Kubernetes managementon a global scale and are on an exciting trajectory.
Job Summary
We are looking for a Sr Technical Support Engineer who thrives at the intersection of technology andcustomer success. This role demands strong hands-on experience with Linux systems, Kubernetes,Terraform, and excellent communication skills to engage with clients directly. You’ll be a key part of oursupport operations, working to troubleshoot complex infrastructure issues and deliver top-tier supportexperiences.
Key Responsibilities
- Act as the primary technical contact for customer support requests related to infrastructure andplatform issues.
- Diagnose and resolve issues involving Linux servers, Kubernetes clusters, and Terraform managed infrastructure.
- Engage directly with clients to understand their problems, provide updates, and ensure timelyresolution.
- Collaborate with DevOps and Engineering teams to escalate and resolve deep technical issues.
- Guide clients through best practices and usage of infrastructure and deployment tools
- Maintain clear, comprehensive documentation of issues, solutions, and processes.
- Contribute to internal knowledge bases and help improve support workflows.
Required Skills & Experience
- 5+ years of hands-on technical support, system administration, or infrastructure engineeringexperience.
- Proficient with Linux (Ubuntu, CentOS, RHEL) – configuration, troubleshooting, and performancetuning.
- Solid knowledge and operational experience with Kubernetes – deployment, scaling, andmonitoring.
- Experience managing infrastructure with Terraform – preferably in cloud environments (AWS,GCP, Azure).
- Strong understanding of networking concepts, DNS, firewalls, and load balancing.
- Proven experience in client-facing roles, with strong communication and interpersonal skills
- Ability to handle multiple tasks and prioritize issues based on customer impact.
