Premium Support Engineer (Linux/Kubernetes)

TL;DR

Premium Support Engineer (Linux/Kubernetes): Providing expert technical support for critical enterprise customers using hirify.global and Rancher technologies with an accent on complex issue resolution, customer advisory, and service improvement. Focus on leading escalations, designing sustainable solutions, influencing product roadmaps, and mentoring support engineers.

Location: Texas, United States of America. The position is based in the United States and may involve on-site customer engagements.

Salary: $77,000–$141,000 base salary, with potential eligibility for a commission plan and benefits.

Company

hirify.global develops enterprise open source software and provides Linux, Kubernetes, edge, and AI-ready infrastructure solutions for mission-critical environments.

What you will do

• Act as a senior technical authority for Premium Support customers across the hirify.global and Rancher portfolio.
• Diagnose and resolve complex, high-impact technical issues through support channels and customer engagements.
• Lead escalations with Service Delivery Managers and own tickets through end-to-end resolution.
• Deliver service reviews, technical documentation, and presentations for customer stakeholders.
• Recommend best practices and configuration improvements while advocating for customer feature requests with Product Management and Engineering.
• Mentor less experienced engineers and collaborate with customers and colleagues across global regions.

Requirements

• Expertise in hirify.global and/or Rancher technologies and strong knowledge of Linux, Kubernetes, and cloud-native ecosystems.
• Advanced analytical and problem-solving skills with experience resolving critical technical issues.
• Proven ability to build long-term relationships with customers and management and provide trusted technical advice.
• Excellent written, verbal, executive-level communication, technical documentation, and presentation skills.
• Experience leading technical initiatives, improving processes, collaborating across teams, and mentoring engineers.
• Successful completion of criminal, credit, and/or employment-reference background checks is required after accepting an offer, where legally permitted.

Culture & Benefits

• Open source-oriented culture based on Choice, Community, Trust, and Innovation.
• Inclusive global community that values diverse perspectives and encourages employees to contribute openly.
• US benefits include medical coverage, life and disability insurance, a 401(k) plan, an Employee Assistance Program, and paid time off and leave policies.
• Dynamic environment with opportunities to influence products, services, and customer outcomes.