We are looking for a highly technical Tier 2 / Tier 3 Technical Support Engineer to help customers troubleshoot and resolve complex platform, infrastructure, and deployment issues.

Responsibilities

- Provide Tier 2 / Tier 3 technical support to enterprise customers.
- Troubleshoot Kubernetes-based deployments, software, infrastructure, hardware, networking, and configuration issues.
- Reproduce customer environments and run tests to diagnose technical problems.
- Work directly with customers during technical discussions and troubleshooting sessions.
- Manage and resolve technical support tickets.
- Collaborate with Engineering, Sales, and Customer Success teams.
- Escalate complex issues and product bugs to Engineering and help drive them to resolution.
- Clearly communicate technical findings, workarounds, and resolutions to customers.

Requirements

- 2+ years of technical support experience, preferably in Tier 2 / Tier 3 support.
- Strong hands-on Kubernetes experience in production environments.




- At least one relevant Kubernetes or cloud certification, such as CKA, CKAD, CKS, AWS, Azure, or equivalent.
- Strong troubleshooting skills across software, infrastructure, networking, and distributed environments.
- Experience working directly with customers in a technical capacity.
- Strong written and verbal English communication skills.
- Ability to independently investigate complex technical issues and collaborate with engineering teams.

Nice to Have

- Experience with AWS, Azure, or other cloud platforms.
- Linux troubleshooting experience.
- Experience with containers, networking, monitoring, and logging.
- Experience supporting enterprise software products.
- Exposure to AI, computer vision, video analytics, or similar technologies.

Job Type: Full-time

Work Location: Remote

📌 Technical Support Engineer – Kubernetes (Tier 2/3) (México)
🏢 Gila Software
📍 México