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Senior Technical Support Engineer

USA - East Cost · Full-time · Senior

About The Position

PlainID is seeking a Senior Technical Support Engineer to join our growing team to meet the company's business needs. PlainID is a leading startup in Identity, Authorization & Security Management, looking for you to join and assist the Global Services team to provide excellent in-class support to our customers.

We work with multiple technologies, such as Containerized solutions (Docker, Kubernetes) & Cloud Architecture (AWS, GCP, Azure).


  • Taking ownership of customer issues reported by customers and prioritizing them based on their urgency and importance.
  • Researching, diagnosing, analyzing, troubleshooting, reproducing issues and identifying high-quality solutions to them
  • Coordinating support case handling & resolution with the appropriate internal teams: Project Management, Sales, Professional Services, Product, R&D & QA
  • Leveraging experience with Cloud technologies into the daily activities, acting as an internal advisor to the team
  • Following standard procedures for proper escalation of high-priority or unresolved issues.
  • Sharing knowledge and information, documenting best practices, Knowledge-base articles and How To’s
  • Performing some tasks with customers, such as installations, upgrade support
  • Identifying “common issues” and providing internal feedback to enhance our products


  • At least 8 years of experience in technical support for software and cloud services
  • Strong technical and analytical skills, especially in handling complex issues
  • Proven experience in Linux environments
  • Proven experience in databases and ability to manage and troubleshoot them, including strong SQL skills
  • Great interpersonal skills and a team player
  • An excellent problem-solver & out-of-the-box thinker
  • Maintaining a proactive approach
  • Positive attitude, ability to accept challenges and achieve goals
  • Ability to work in a challenging and fast-paced environment  
  • Excellent written and oral communication skills
  • English proficiency is a must
  • Attention to details
  • Participating in regular on-call shifts & willingness to be on-call on weekends or holidays if needed


  • Understanding of REST APIs - advantage
  • Experience with Containerized solutions and Cloud technologies - advantage
  • Hands-on experience with scripting - advantage
  • Experience in the Information Security field - advantage
  • Previous DevOps role & Willing to work with customers directly while leveraging the professional experience - advantage

Salary range: $90,000-$110,000

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