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Senior Technical Support Engineer at RapidFort, Inc.. . Location: Remote. Job Title. . Senior Technical Support Engineer. (Post-Sales | Kubernetes & Cloud Platforms). . Reporting to:. Head of Customer Escalations . . . Role Overview. . We are looking for a . Senior Technical Support / Customer Escalation Engineer.  to join a growing post-sales technical team. This role sits at the intersection of . engineering, customer success, and solutions engineering. , with a primary focus on . post-deployment customer support, escalation management, and technical debugging. .. . This is . not a sales role.  and . not a backend engineering role. . It is a . hands-on, customer-facing technical role.  responsible for ensuring successful customer adoption, stability, and ongoing value from our platform—particularly in . Kubernetes-based and cloud-native environments. .. . The ideal candidate is technically strong, customer-oriented, and comfortable debugging complex issues before escalating them to engineering with high-quality context.. . . Key Responsibilities. . Customer Escalation & Post-Sales Support. . . . Act as a . technical escalation point (Tier 2 / Tier 3).  for enterprise customers post-sale. . . . Own technical follow-ups for key customers, including:. . . . Regular cadence check-ins. . . . Understanding customer roadmaps. . . . Aligning internal delivery and issue resolution with customer priorities. . . . . . Serve as the technical bridge between . customers, customer success, and engineering. . . . Technical Debugging & Investigation. . . . Debug issues related to:. . . . Kubernetes deployments. . . . Cloud-native runtime environments. . . . Platform tooling and curated images. . . . . . Reproduce customer issues, collect logs/telemetry, isolate root causes, and document findings. . . . Provide engineering with . actionable, well-scoped problem statements. , not raw tickets. . . . Track issues through resolution and communicate timelines and updates back to customers. . . . Platform & Product Feedback. . . . Identify recurring customer issues and usage patterns. . . . Translate findings into:. . . . Product enhancement requests. . . . New use cases. . . . Process improvements. . . . . . Contribute to internal knowledge bases, runbooks, and escalation playbooks. . . . Cross-Functional Collaboration. . . . Work closely with:. . . . Engineering (for root cause analysis and fixes). . . . Solutions Engineering (to support post-sales handoff). . . . Customer Success (to ensure customer health and retention). . . . . . Occasionally support live customer calls when deep technical expertise is required. . . . . Required Technical Skills. . . . Strong . Kubernetes fundamentals. , including:. . . . Deployments in varied customer environments. . . . Troubleshooting runtime and infrastructure issues. . . . Understanding how Kubernetes interacts with cloud platforms. . . . . . Experience debugging . cloud-native platforms. , not just deploying them. . . . Ability to read logs, understand system behavior, and reason through distributed systems issues. . . . Scripting or automation experience (e.g., shell, Python, pipeline tooling) is a strong plus. . . . . Note: This role does . not.  involve designing Kubernetes architectures from scratch—focus is on . debugging, investigation, and operational problem-solving. .. . . . Required Experience. . . . 4–10+ years of relevant experience, with flexibility for exceptional candidates. . . . Background may include:. . . . Technical Support / Escalation Engineering. . . . Solutions Engineering (with strong post-sales exposure). . . . Cloud / Platform Engineering with customer-facing responsibilities. . . . . . Demonstrated experience supporting . enterprise customers.  in production environments. . . . We are open to candidates who either:. . . . Come from a . deep technical background.  and moved closer to customers, or. . . . Have extensive . customer-facing technical experience.  supporting complex platforms. . . . . Soft Skills & Traits. . . . Strong communicator — able to explain technical issues clearly to customers. . . . Comfortable owning problems end-to-end. . . . Calm under pressure during customer escalations. . . . Curious, adaptable, and quick to learn new products. . . . Flexible mindset — role will evolve as the platform and customer base grow. . . . . Why This Role. . . . High visibility and impact on customer success. . . . Direct influence on product quality and roadmap. . . . Opportunity to work across engineering, product, and GTM teams. . . . Ideal for someone who enjoys . solving real customer problems. , not just writing tickets. . . . Compensation & Eligibility. The base salary range for this role is . $100,000–$150,000 USD. , depending on experience and qualifications.. . Due to the nature of this position and work with U.S. Government / DoD customers, . U.S. citizenship is required. , and candidates must be eligible to meet applicable security and background requirements.. .