primary technical contact for enterprise customers, owning issues end-to-end
troubleshoot across cloud environments, CI/CD pipelines, SCMs, APIs and integrations
investigate and resolve issues in SCMs (GitHub/GitLab/Bitbucket)
work with Grafana dashboards and monitoring tools to diagnose problems
partner with R&D to diagnose product issues and drive fixes
provide clear, proactive communication with customers during high-impact issues

🎯 Requirements

3+ years in technical or product support for SaaS, AppSec or DevOps
Tier 3 troubleshooting across source control (GitHub/GitLab/Bitbucket), APIs (REST/GraphQL), integrations
Cloud platforms: AWS and GCP required; Azure a plus
Containers & orchestration: Docker, Kubernetes
Monitoring: Grafana and similar tools
CI/CD pipelines: Jenkins, GitHub Actions, GitLab, Azure DevOps

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