Product Support Engineer - Remote

Overview

The Product Support Engineer for NexusOne plays a critical role in ensuring the stability, usability, and customer experience of our data and AI platform. This is a hands-on role responsible for diagnosing and resolving platform issues, supporting customer implementations, contributing to operational excellence, and collaborating with engineering, customer success, and product teams to improve the platform end-to-end.

In Short

• Serve as a primary point of contact for technical support issues related to NexusOne.
• Diagnose and resolve issues across distributed systems.
• Troubleshoot platform errors and configuration issues.
• Support customer onboarding and environment setup.
• Provide hands-on assistance during customer deployments.
• Maintain internal NexusOne environments.
• Respond to incidents and perform root cause analysis.
• Identify recurring issues and share insights with teams.
• Contribute to runbook improvements and incident response playbooks.
• Collaborate across teams to enhance customer experience.

Requirements

• 2–5+ years in technical support or platform support roles.
• Experience troubleshooting distributed systems and cloud platforms.
• Exposure to AWS, Azure, or GCP.
• Experience interacting with customers in a technical capacity.
• Prior involvement in incident management and root cause analysis.

Benefits

• A collaborative team culture built on curiosity and respect.
• Challenging work where your contributions clearly matter.
• A leadership team that invests in learning and development.
• The opportunity to work at the intersection of cloud, data, and AI innovation.