Customer Support Engineer

About the Role

Join our small support team to troubleshoot complex Kubernetes and vCluster issues directly with customers via Slack and ticketing. You'll work closely with engineering, take ownership of customer problems, and help shape how we do support as we grow.

Responsibilities

• Troubleshoot Kubernetes and vCluster environments, diving deep into logs, configurations, and occasionally code to debug complex issues to root cause
• Provide conversational, technical support primarily through Slack channels and our ticketing system
• Collaborate with engineering to escalate critical issues, communicate customer needs, and influence product improvements
• Document common issues, solutions, and best practices to build our knowledge base
• Occasional flexibility needed for urgent customer issues or supporting customers in different time zones

Requirements

Must Have:

• 2-3 years hands-on Kubernetes experience in production environments (beyond tutorials/coursework)
• Strong Linux/Unix system administration skills - comfortable on the command line and understanding the OS layer
• Solid understanding of Kubernetes fundamentals: pods, services, deployments, networking, storage, RBAC
• Excellent written communication skills for explaining complex technical issues clearly in Slack and tickets
• Ability to work independently, manage multiple customer issues, and see problems through to resolution
• Learning agility and adaptability - our product evolves quickly and you'll need to pick up new concepts fast

Nice to Have:

• Virtual cluster or multi-tenancy experience
• Cloud platform knowledge (AWS/GCP/Azure)
• Scripting skills (Bash, Python)
• Kubernetes certifications (CKA/CKAD/CKS)
• IaC tools (Helm, Terraform, Kustomize)
• Prior customer-facing support experience

What We're Looking For

Engineers who are naturally curious problem-solvers, take initiative without needing direction, communicate technical concepts clearly to customers, and thrive in small team environments with significant autonomy.

About vCluster Labs

We are a venture-backed tech startup striving to be the leading force in enabling platform engineers. We raised +$30M from top-tier VCs such as Khosla Ventures (first investor in OpenAI, GitLab, Stripe, Doordash) and are in a hyper-growth phase looking for motivated people to complement our team. Our headquarters are in San Francisco (Salesforce Tower), but our team is distributed around the globe and we have a remote-first work culture.

Benefits

We offer the following benefits:

• Competitive Salary: We offer a competitive compensation package, including equity.
• Platinum-Level Insurance: Health, dental, vision, and life Insurance, including plans for you and eligible dependents (benefits vary depending on country).
• Flexible Working Schedule: You have a doctor’s appointment or need to head to the supermarket to get groceries at 2pm? We won’t have an issue with that. To us, results matter more than clocking in and out at the same time every day.
• Workplace Flexibility: We’re very flexible about where you work. We know things can change in life and we’re happy to adjust the work environment for you along the way.