Technical Support Engineer (Intermediate)

Technical Support Engineer (Intermediate)

at Akuity

Remote

The Company

Akuity is a Sunnyvale, CA-based business founded by Argo co-creators Hong Wang, Jesse Suen, and Alexander Matyushentsev. The three of them were founding engineers at Applatix, which open-sourced the Argo project in 2017. After Applatix's acquisition by Intuit in 2018, Argo exploded in growth with the additions of Argo CD, Argo Rollouts, & Argo Events and was subsequently accepted as a CNCF (Cloud Native Computing Foundation) incubating project. Today, Argo has 22K+ GitHub stars, is one of the fastest-growing CNCF projects with over 6,000 contributors, and is trusted by hundreds of enterprises, including Adobe, Tesla, PayPal, Capital One, and Peloton to automate their application delivery on Kubernetes.

Following Argo’s strong adoption, Akuity was formed to help companies reliably deploy Argo at scale by offering enterprise support and functionality. As of March 2022, Akuity has raised $25 million from leading technology investors, Lead Edge Capital & Decibel Partners. The business is experiencing tremendous growth and remains true to its commitment in Open Source; they will invest in what’s needed to foster the project’s growth. This includes continuing their contributions to the project, supporting users with their issues, facilitating discussions and meetings, and promoting Argo every chance they get. 

The Opportunity

As a Technical Support Engineer at Akuity, you will work with our customers to make sure they are successfully using our platform to its full potential. You will research, diagnose, troubleshoot, and resolve customer issues in an accurate and timely manner. You will be responsible for working with different Akuity systems and following standard procedures to escalate unresolved issues to appropriate internal departments.

Job Description:

• Offer superb support to our open-source users and Enterprise customers, who can contact us through various channels: chat, forum, Github—and phone.
• Develop deep technical expertise in GitOps, Akuity’s offerings, and similar technologies.
• Recognize common support patterns and be able to escalate to the engineering team when needed.
• Help develop and iterate on our support playbook by building processes and systems.
• Improve Akuity’s documentation as you see fit to improve the customer’s experience.
  

Requirements:

Must Have

• A passion for working directly with users and knowing how to provide context thoughtfully
• Excitement to be a point of contact for our open source and enterprise customers
• A proactive and strategic attitude where you can anticipate issues and ensure scalable resolutions
• A knack for systems thinking, which naturally brings you to the root cause of problems
• Experience configuring and troubleshooting Kubernetes infrastructure
• Familiarity with the software development lifecycle, CI/CD, or GitOps concepts
• 2+ years experience working in a Support related capacity working directly with customers

Nice to Have

• Experience with using and administering Argo projects (e.g., Argo CD, Argo workflows, Argo Events, or Argo Rollouts)

• Experience with Cloud Providers such as AWS, Azure, and Google Cloud and managed Kubernetes services like EKS, AKS, and GKE

Why Akuity?

Akuity is a staunch proponent of open-source software. We believe it to be the best method of impactful and lasting software development. We also recognize that at a certain stage in a project’s maturity, OSS benefits from commercial backing to help take it to the next level. We started Akuity to advocate for the Argo project, share our knowledge and deep expertise of its capabilities, and become a trusted voice for its users.

Akuity’s culture is still developing, but we already strongly value humility, authenticity, and diversity. We want to work with people of different backgrounds and paths in life, and we trust our team members to take responsibility, share ownership, and work for one another. We seek collaborative, inquisitive, and dedicated individuals to join our team.

Akuity is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.