Senior Support Engineer

Cloudsmith•New York, NY

2d•Remote

About The Position

We're seeking an experienced Senior Support Engineer with a strong DevOps and customer engagement background to solve complex customer challenges, mentor a growing team, and help shape the future of our world-class artifact management platform. About Cloudsmith Cloudsmith is transforming how organizations handle software artifacts and secure their supply chains. As a fully managed multi-tenant Software as a Service (SaaS) built on AWS, our mission is to enable organizations to tackle scale and complexity through best-in-class artifact management and to secure software by default. Our vision is to become the software supply chain itself, powering the future of software delivery. We are the world's most potent artifact management platform, built by developers for developers. Our platform supports over 30 formats spanning languages, containers, and operating systems, with enterprise-grade features, including vulnerability and security scanning, world-class policy management and enforcement, and web-scale to handle the Fortune 500. Organizations integrate Cloudsmith as critical infrastructure into their development, deployment, and distribution pipelines, trusting us to protect and accelerate, no matter the scale. Backed by top-tier investors and on a trajectory toward IPO, we're building mission-critical infrastructure that powers software delivery for organizations worldwide. We operate at the cutting edge of cloud-native technology, tackling complex distributed systems challenges that directly impact millions of developers. Now is an exciting time to join us as we revolutionize how organizations deliver and secure software and help write the next chapter of our rocket-ship growth story. The Role We have built a team that provides an experience that sets Cloudsmith apart. On a daily basis, we work with our customers and the developer community to ensure they are building software that is efficient and secure across the whole supply chain. Our team helps customers troubleshoot and investigate issues, diagnosing and resolving core product-related challenges. We enhance their experience through the development and maintenance of third-party integrations that extend our API, CLI, and Webhook capabilities while curating a public knowledge base to support customers in resolving common issues independently. As a Senior Support Engineer, you will play a key role in driving technical excellence, mentoring junior team members, and helping shape support processes and best practices. You will also contribute to product improvements by collaborating closely with engineering and product teams to refine features and enhance reliability.

Requirements

5+ years of experience in Technical Support, DevOps, or a related field, with a strong background in debugging and troubleshooting complex technical issues.
Strong application programming experience, proficient in Java, Python, or JavaScript.
Deep understanding of software packaging, distribution concepts, and related tools.
Experience with cloud platforms (AWS, GCP, or Azure) and cloud-based architectures.
Strong problem-solving skills, capable of diagnosing and resolving complex technical challenges efficiently.
Excellent communication skills, with the ability to translate technical concepts for both technical and non-technical audiences.
Ability to work independently, drive initiatives, and contribute to process improvements.

Responsibilities

Technical Support + Mentorship: Provide expert-level technical support, guiding customers through complex troubleshooting and issue resolutions while mentoring junior engineers to enhance overall team effectiveness.
Problem Solving: Diagnose, replicate, and troubleshoot advanced technical issues, working closely with customers to identify root causes.
Process Optimisation: Identify and implement improvements to support workflows, automation, and escalation processes to enhance efficiency and customer satisfaction.
Documentation + Enablement: Create and maintain in-depth technical documentation, including knowledge base articles, runbooks, and FAQs, to improve self-service support options.
Software Expertise: Leverage expertise in software development to contribute to and maintain third-party integrations, such as Terraform, Github Actions, and CircleCI, ensuring seamless interoperability.
Customer Advocacy + Product Influence: Act as a key advocate for customers, translating feedback and technical insights into meaningful product enhancements in collaboration with our engineering teams.
Incident Management + on-call support: Lead critical incident response efforts, providing senior-level expertise in diagnosing customer-specific outages or failures.
Package Management + CI/CD Expertise: Leverage expertise in package management and CI/CD to provide guidance and instruction to customers in using Cloudsmith in the most efficient way possible.

Benefits

A competitive compensation package, including equity.
With comprehensive health, dental, and vision insurance.
Plus, generous annual leave and flexible working policies to suit your lifestyle.
Including a professional development budget for conferences and training.

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume