Support Engineer Lead

Who are we?

Who are we?

Komodor is a cutting-edge Kubernetes platform built by developers, for developers. We help engineering and infrastructure teams manage complex systems with ease, efficiency, and transparency so they can focus more on innovation and less on firefighting Kubernetes challenges.

Our platform is trusted by thousands of teams worldwide, with standout capabilities like Klaudia, our AI-powered Kubernetes failure detection and analysis engine that delivers real-time insights to dev and infra teams; the Cost team, helping companies dramatically reduce cloud spend; the Health team, building industry-leading troubleshooting features; and our Operations group, crafting powerful Kubernetes-native agents, operators, and controllers.

Core Mission:

The Technical Support Manager will lead and elevate Komodor's Technical Support function, managing a team of dedicated support engineers to deliver fast, accurate, and customer-centric issue resolution. In this role, you will guide the team through technically complex challenges, strengthen collaboration with Product, Engineering, and Customer Success, and ensure customers receive an exceptional support experience. You will own the development of support processes, quality standards, and operational practices that enable scale. As Komodor's Support lead, you will shape the future of the support organisation, driving both team performance and strategic improvements that enhance customer satisfaction and trust

Key Responsibilities:

Provide technical support for the Komodor Platform - Kubernetes, cloud infrastructure (AWS/GCP), and related technologies
Troubleshoot and resolve technical issues related to applications running on Kubernetes OSS, APIs, Databases, Datadog, GitHub, and cloud-native environments.
Assist customers with understanding Komodor’s platform and help them resolve Kubernetes challenges.
Collaborate with Engineering, Product & Solution engineering teams to escalate and resolve critical technical issues for both pre- and post-sale customers
Build and optimise support processes, workflows, and documentation to drive efficiency, scalability, and operational excellence
Lead, mentor, and develop a team of Technical Support Engineers through coaching, feedback, and continuous skill-building
Maintain a high level of transparency and communication with customers, ensuring they are fully informed throughout the troubleshooting process
Use internal resources (such as Komodor Documentation and the Komodor Platform) to support users efficiently
Work independently remotely, managing priorities and tasks with minimal supervision
Maintain white glove service while maintaining KPIs

Requirements:

Qualifications:

4-5 years of experience in a technical support or similar role. - Must
1+ years of experience managing Technical Support Engineering teams, preferably from SaaS startups in the Cloud Native Space. - Must
2 years of experience with Kubernetes and cloud platforms (AWS, GCP, etc.) - Must.
Basic SQL skills with the ability to query databases.
Experience with Linux and comfortable working with the CLI.
Strong troubleshooting and debugging skills in cloud-based applications and databases.
Ability to read code to assist in debugging and troubleshooting.
Proficiency in high-level programming languages is required to troubleshoot Production code.
Understanding of the SDLC and the importance of highly available enterprise standard applications on the cloud.
Familiarity with containers (e.g., Docker), APIs, Datadog, and GitHub.
Excellent communication skills and a customer-first mindset.

Preferred Qualifications:

Experience in a startup or fast-paced environment.
Familiarity with modern cloud-native tools and best practices, particularly related to Kubernetes.
Experience working across time zones in distributed teams.

Nice to have:

Experience setting up, troubleshooting and maintaining SSO/SAML connection
Experience working with Github/ HELM.

What We Offer:

Competitive salary and benefits package.
A collaborative work environment with room for growth and learning.
Flexibility and autonomy as part of a dev-first company.
The chance to work on cutting-edge Kubernetes and cloud-native technologies.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.