Technical Support Engineer | Rafay Systems | Full Time | Hybrid | Remote

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About the Role:

Rafay is seeking a Technical Support Engineer to join our dynamic support team. You'll work directly with customers and internal teams to troubleshoot and solve technical issues across cloud-native technologies, public cloud platforms, and the Rafay platform itself. This is a high-impact role requiring deep technical skills, customer empathy, and the ability to collaborate across teams.

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Key Responsibilities:

• Investigate and resolve technical issues raised by Rafay customers.
• Respond to customer issues in alignment with SLAs and communicate proactively on business impact.
• Reproduce issues and report bugs and feature requests to the product team.
• Act as a customer advocate and escalate issues as needed for timely resolution.
• Build and maintain knowledge of Rafay’s platform and newly released features.
• Create internal and external documentation for the knowledge base.
• Participate in an on-call rotation for urgent customer escalations, including some weekends.

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Minimum Qualifications:

• 5+ years in a customer-facing technical support role.
• Strong communication skills (written and verbal).
• Hands-on experience with networking, virtualization (vSphere, OpenStack), and cloud platforms (AWS, Azure, GCP).
• Familiarity with support tools such as Jira, Confluence, Zendesk, etc.
• Bachelor’s degree in Computer Science or equivalent experience.

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Preferred Qualifications:

• Knowledge of CNCF tools and the cloud-native ecosystem.
• Certified Kubernetes Administrator (CKA) is a plus.
• Strong troubleshooting and problem-solving skills.
• Ability to work independently and under pressure.

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Why Join Rafay?

Rafay is pioneering cloud-native and GPU PaaS technologies. This is a rare opportunity to work at the cutting edge of cloud and AI/ML infrastructure, with a highly collaborative team and a strong focus on career growth, innovation, and work-life balance. We offer:

• Competitive salary
• Equity and robust benefits
• Fun, dynamic work environment
• Opportunities for professional advancement

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