Senior Kubernetes Technical Support Engineer

We are looking for a Senior Kubernetes Technical Support Engineer to join a highly technical team supporting an enterprise AI vision platform running on Kubernetes and used for video analytics.

This is a hands-on Tier 2 / Tier 3 technical support role focused on investigating and resolving complex issues across Kubernetes deployments, software, infrastructure, networking, hardware, and configuration.

You will work directly with enterprise customers during troubleshooting sessions, reproduce customer environments, investigate complex incidents, and collaborate closely with Engineering to identify root causes and drive product issues to resolution.

This position is ideal for an engineer who combines strong production Kubernetes knowledge with excellent troubleshooting, customer-facing communication, and the ability to independently investigate complex technical problems.

Requirements

Required Profile

• 2+ years of professional Technical Support experience, preferably providing Tier 2 / Tier 3 support for technical or enterprise software products. Non-negotiable.
• Strong, hands-on Kubernetes experience in production environments. Non-negotiable.
• At least one relevant Kubernetes or Cloud certification, such as CKA, CKAD, CKS, AWS, Azure, or equivalent. Non-negotiable.
• Strong troubleshooting capabilities across software, infrastructure, networking, and distributed environments. Non-negotiable.
• Strong written and verbal English communication skills, with the ability to participate effectively in customer-facing technical conversations. Non-negotiable.
• Experience working directly with customers in a technical capacity.
• Ability to independently investigate ambiguous or complex technical issues and drive them toward resolution.
• Experience collaborating with Engineering teams on escalations, technical investigations, and product issues.
• Ability to clearly communicate highly technical concepts, findings, workarounds, and resolutions to customers and internal stakeholders.
• Strong analytical thinking, ownership, organization, and problem-solving skills.

Technical Skills

Strong practical knowledge of:

• Kubernetes in production environments.
• Containerized applications and container troubleshooting.
• Kubernetes deployments, services, pods, configurations, and common failure scenarios.
• Networking concepts and troubleshooting.
• Infrastructure and distributed systems troubleshooting.
• Logs, monitoring, and diagnostic tools.
• Technical incident investigation and root-cause analysis.

Nice to Have

• Experience with AWS, Azure, or other major cloud platforms.
• Strong Linux troubleshooting skills.
• Experience with container technologies and container networking.
• Experience with monitoring, observability, and logging platforms.
• Previous experience supporting enterprise software or SaaS products.
• Exposure to AI, computer vision, video analytics, or related technologies.
• Experience supporting platforms that combine software, cloud infrastructure, networking, and hardware components.

Location, Language & Availability

• Location: LATAM, including Mexico.
• Work model: Fully remote.
• English: Strong written and verbal English communication skills required.
• Availability to work aligned with U.S. East Coast business hours.
• Ability to participate in live technical troubleshooting sessions with customers.

Onboarding

During the first month, you will focus on learning the AI vision platform, its architecture, and the team's internal support processes.

You will work closely with senior engineers before independently owning customer issues. The onboarding process will also include internal training and certification related to the AI vision platform to ensure you have the technical knowledge required to effectively troubleshoot customer environments.

Benefits

🌎 Integration with global brands and disruptive startups.
🏠 Remote work/Home office.
🏢 If a hybrid or on-site work model is required, you will be informed from the first session.
⏰ Schedule adjusted to the assigned work cell/project.
📅 Monday to Friday work schedule.
🎂 Day off on your birthday.
🏥 Major medical insurance (applies to Mexico).
🛡️ Life insurance (applies to Mexico).
🌍 Multicultural work teams.
📚 Access to courses and certifications.
💻 Meetups with special guests from the IT field.
🎉 Virtual integration events and interest groups.
🇺🇸 English classes.
🚀 Opportunities within our different business lines.
🏆 Proudly certified as a Great Place to Work.