Premium Support Engineer (Kubernetes)

TL;DR

Premium Support Engineer (hirify.global/Rancher): Leading the identification and resolution of complex technical issues for critical Premium Support customers, specializing in hirify.global and Rancher technologies with an accent on problem-solving, strategic customer relationship management, and influencing product roadmaps. Focus on diagnosing intricate technical challenges, implementing innovative solutions, and championing customer needs within product development.

Location: Must be based in Singapore

Company

hirify.global is a global leader in innovative, reliable, and secure enterprise open source solutions, trusted by over 60% of Fortune 500 companies.

What you will do

• Act as a technical expert and leader for Premium Support customers, resolving highly complex technical issues via email, phone, and on-site engagements.
• Provide leadership and strategic direction in managing and resolving high-impact escalation situations.
• Own the end-to-end resolution of complex support tickets, ensuring timely and effective solutions that meet customer expectations.
• Establish and cultivate long-term, high-value relationships with customers and their management, serving as a trusted technical advisor.
• Proactively identify and suggest best practices, driving significant process and configuration improvements.
• Champion customer feature requests with Product Management and Engineering to influence product roadmaps.

Requirements

• Exceptional and proven expertise in Rancher technologies (Enterprise Container Management), coupled with a deep understanding of related open source and cloud-native ecosystems.
• Advanced analytical and problem-solving skills, with a track record of resolving highly complex and critical technical issues.
• Proven ability to build and maintain strong, long-term relationships with key customers and their management, acting as a trusted advisor.
• Superior verbal and written communication skills, capable of explaining complex technical concepts to both technical and non-technical audiences, including executive-level communication.
• Demonstrated ability to lead technical initiatives, mentor team members, and influence outcomes at a strategic level.
• Maintain an expert-level understanding of the entire hirify.global and/or Rancher product portfolio and profound understanding of complementary technologies like Linux and Kubernetes.

Culture & Benefits

• A challenging and rewarding environment where your contributions are valued.
• Opportunities for professional growth and development.
• A collaborative and inclusive culture that embraces diversity.
• Flexible work arrangements to support your work-life balance.
• Competitive compensation and benefits.