Senior Support Engineer - East Coast

About the job
Come join the company that's revolutionizing data protection and enabling businesses to succeed in the cloud. As one of the fastest-growing startups, Eon is dedicated to helping organizations protect their cloud environments and drive business growth. We're trusted by data protection teams worldwide and have built a culture that attracts and nurtures exceptional talent.
Summary
As a Senior Support Engineer, you will join a global team dedicated to delivering exceptional technical support. You'll troubleshoot customer issues using logs, networking, system administration, and facilitate documentation updates. When needed, you'll create custom solutions and scale our support offerings through coding and scripting.
What You'll Do
Responsible for technical customer support experience within the Eon product
Own, troubleshoot, and solve customer technical issues using collaboration, troubleshooting best practices, and transparency within and across teams
Identify cases that require escalation (either technically or strategically)
Create, maintain, and coordinate incident management requests to product or engineering
Design and implement solutions that scale the support offering through automation
Participate in on-call rotation for after-hours, holiday, and weekend support coverage
What You'll Bring
Must be comfortable working 9-6 EST
5+ years of hands-on, technical experience in customer support, technical support, system administration, or related customer-facing role
2+ years experience with Cloud technologies (Azure, AWS, GCP)
Experience in reading or debugging code in one or more of the following: Go, Python, JavaScript
Proficiency with command-line tools and Linux operating system environments
Experience with DevOps technologies
Familiar with REST APIs or GraphQL
Knowledge of basic Web technologies (e.g., HTTP, HTML, DNS)
Understanding of networking fundamentals (e.g., TCP/IP, Routing, VPNs, VLANs, Peering, Load Balancing)
Understanding of relational databases
Understanding of Cloud security constructs like IAM roles