Technical Support Engineer

Rafay is seeking a Technical Support Engineer to join our dynamic support team. You'll work directly with customers and internal teams to troubleshoot and solve technical issues across cloud-native technologies, public cloud platforms, and the Rafay platform itself. This is a high-impact role requiring deep technical skills, customer empathy, and the ability to collaborate across teams. Key Responsibilities: Investigate and resolve technical issues raised by Rafay customers. Respond to customer issues in alignment with SLAs and communicate proactively on business impact. Reproduce issues and report bugs and feature requests to the product team. Act as a customer advocate and escalate issues as needed for timely resolution. Build and maintain knowledge of Rafay's platform and newly released features. Create internal and external documentation for the knowledge base. Participate in an on-call rotation for urgent customer escalations, including some weekends. Minimum Qualifications: 5+ years in a customer-facing technical support role. Strong communication skills (written and verbal). Hands-on experience with networking, virtualization (vSphere, OpenStack), and cloud platforms (AWS, Azure, GCP). Familiarity with support tools such as Jira, Confluence, Zendesk, etc. Bachelor's degree in Computer Science or equivalent experience. Preferred Qualifications: Knowledge of CNCF tools and the cloud-native ecosystem. Certified Kubernetes Administrator (CKA) is a plus. Strong troubleshooting and problem-solving skills. Ability to work independently and under pressure.

Rafay is pioneering cloud-native and GPU PaaS technologies. This is a rare opportunity to work at the cutting edge of cloud and AI/ML infrastructure, with a highly collaborative team and a strong focus on career growth, innovation, and work-life balance. We offer: Competitive salary Equity and robust benefits Fun, dynamic work environment Opportunities for professional advancement