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Senior Technical Support Engineer
Rafay Systems
Software Engineering, IT, Customer Service
Posted on Jul 1, 2025
- Full Time
- Bangalore India
Who We are?
Rafay Systems delivers a SaaS-first, enterprise-grade Kubernetes management platform that enables
companies to deploy and operate modern applications across data centers, public cloud and edge
environments. The platform, called the Kubernetes Management Cloud (MKP), has been built from the
ground up for enterprise-class scalability, security, interoperability and is combined with expert services
& support. We work hard, inspired by passion for our product and are always challenging ourselves to
reach further and achieve more. We have recently introduced our approach to Kubernetes management
on a global scale and are on an exciting trajectory.
Job Summary
We are looking for a Sr Technical Support Engineer who thrives at the intersection of technology and
customer success. This role demands strong hands-on experience with Linux systems, Kubernetes,
Terraform, and excellent communication skills to engage with clients directly. You’ll be a key part of our
support operations, working to troubleshoot complex infrastructure issues and deliver top-tier support
experiences.
Key Responsibilities
- Act as the primary technical contact for customer support requests related to infrastructure and
platform issues. - Diagnose and resolve issues involving Linux servers, Kubernetes clusters, and Terraform managed infrastructure.
- Engage directly with clients to understand their problems, provide updates, and ensure timely
resolution. - Collaborate with DevOps and Engineering teams to escalate and resolve deep technical issues.
- Guide clients through best practices and usage of infrastructure and deployment tools
- Maintain clear, comprehensive documentation of issues, solutions, and processes.
- Contribute to internal knowledge bases and help improve support workflows.
Required Skills & Experience
- 5+ years of hands-on technical support, system administration, or infrastructure engineering
experience. - Proficient with Linux (Ubuntu, CentOS, RHEL) – configuration, troubleshooting, and performance
tuning. - Solid knowledge and operational experience with Kubernetes – deployment, scaling, and
monitoring. - Experience managing infrastructure with Terraform – preferably in cloud environments (AWS,
GCP, Azure). - Strong understanding of networking concepts, DNS, firewalls, and load balancing.
- Proven experience in client-facing roles, with strong communication and interpersonal skills
- Ability to handle multiple tasks and prioritize issues based on customer impact.