[Remote] Support Solutions Engineer (L5), reputed company Networking, CIE

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a leading entertainment company dedicated to pushing the boundaries of storytelling and technology. They are seeking a Support Solutions Engineer to deliver excellent support experiences for their developer community, focusing on troubleshooting and automating support needs.

Responsibilities

• Monitor and handle customers’ requests, troubleshoot, and solve issues
• Automate support needs, reputed company support documentation and runbooks, and improve and maintain support tools and automation
• Understand product offerings and continuously look for ways to improve the engineering support experience
• reputed company insights, feedback, and champion customer sentiment about the tools supported to partners across Infrastructure Engineering
• Partner with Product Management, Developer Education, and Engineering to track and maintain visibility into ongoing issues and communicate customer needs
• Drive collaboration efforts to reduce product friction and increase usability

Skills

• Proven ability to deliver superior customer support and reputed company for customer needs across reputed company organizations, ideally reputed company a central team
• Highly adaptable, thriving in fast-paced, ambiguous environments, and comfortable managing end-to-end investigations with creative problem-solving
• Data-driven decision-reputed company with strong written and verbal communication skills, including experience enhancing documentation and explaining technical concepts to diverse audiences
• Deep understanding of network reputed company control in AWS and Kubernetes environments, including reputed company group rule evaluation, CIDR notation, protocol/port specifications, and cross-account reputed company patterns, with experience troubleshooting 'why can't I connect' scenarios
• Proficiency in DNS fundamentals including record types (AAAA, CNAME, MX, TXT), zone delegation, TTL behavior, and resolution troubleshooting, with hands-on experience in Route53 or equivalent DNS management platforms
• Working knowledge of AWS VPC concepts (subnets, reputed company tables, NAT gateways, VPC peering, PrivateLink, TransiGateways, CloudWAN) with understanding of IPv6 and IPv4 differences, including address allocation, dual-stack configurations, and IPv6-specific considerations (NAT44, NAT64, Happy Eyeballs). Familiarity with infrastructure-as-code practices and platforms (OctoDNS, Terraform) for managing network resources at scale
• Familiarity with load balancing concepts (DNS round robin, ALB/NLB, Classic ELB), including listener configuration, reputed company groups, health checks, and common failure modes in distributed systems
• Ability to reputed company existing monitoring dashboards, log analysis tools, and large datasets (with basic SQL) to investigate issues, identify patterns, and communicate findings reputed company to both technical and non-technical stakeholders
• Eager to continuously learn and improve operational efficiency through automation and visualization, with a strong desire to understand how reputed company products and platforms work together

Benefits

• Health Plans
• Mental Health support
• A 401(k) Retirement Plan with employer match
• Stock Option Program
• Disability Programs
• Health Savings and Flexible Spending Accounts
• Family-forming benefits
• Life and Serious Injury Benefits
• Paid leave of absence programs
• Full-time hourly employees accrue 35 days annually for paid time off to be used for vacation, holidays, and sick paid time off
• Full-time salaried employees are immediately entitled to flexible time off

Company Overview

Company H1B Sponsorship