Staff Engineering Support Engineer
$76,000–$76,000 year
RemoteUnited Kingdom
Job Summary
Lead cross-team incident triage for high-impact customer outages and escalations, coordinating Engineering, Product, and Customer Experience response while contributing to root cause analysis and postmortem documentation. Develop and maintain observability for cloud-hosted customer deployments by building system monitors, dashboards, and alerting to ensure proactive detection. Serve as the senior escalation point for complex support cases in EMEA involving multi-component interactions and deep platform internals. Translate field experience into comprehensive troubleshooting guides, playbooks, and knowledge base articles for Tier 1/2 support staff. Drive pattern recognition across the customer base to identify recurring failure modes and collaborate on permanent fixes. This role anchors EMEA coverage for the Site Reliability and Support team, ensuring industrial defenders in critical infrastructure environments receive expert, timely engineering response.
Required Qualifications
- Demonstrated experience troubleshooting complex distributed systems in production environments
- Hands-on experience with cloud infrastructure operations (AWS, Azure, or GCP)
- Hands-on experience with container orchestration platforms (Kubernetes)
- Solid understanding of Linux systems administration and command-line tooling
- Experience supporting Elasticsearch, PostgreSQL, or similar database platforms in a production environment
- Experience developing and maintaining monitoring and alerting infrastructure (e.g., Datadog, Prometheus, Grafana)
- Strong written communication skills with a demonstrated ability to produce clear, accurate technical documentation (RCAs, runbooks, postmortems) for both internal and customer-facing audiences
- Experience operating effectively in a customer-facing or customer-adjacent engineering role
- Must pass a background check as a condition of employment
- Based in the United Kingdom
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