Remote Customer Success Engineer role (AMER) owning high-priority Zendesk escalations and participating in a 24/7 on-call rotation. Requires strong hands-on engineering skills (debugging, log and source code analysis), deep Docker and Kubernetes knowledge, experience with on-premise deployments and enterprise customers, and familiarity with Redis, MongoDB, SQL, SSO/OAuth/OIDC, proxies and load balancers. The role includes coaching teammates, driving automation and AI adoption, and feeding product/engineering with support-driven improvements.

Lead strategic and technical support work across high-priority escalations, incident resolution, and process improvement. Role requires deep debugging and distributed-systems skills (including Kubernetes/Docker/DBs/SSO), mentorship of engineers, collaboration with Product and Engineering, and participation in rotational on-call duties.