Technical Support Engineer

STRAND is real-time architecture mapping for engineering teams running service-heavy systems. The product maps every dependency, tracks every change, and surfaces blast radius before anything ships. When something is not working the way it should, our customers need a response that is fast, technically precise, and gets them back to operational. This role delivers that.

You will be the technical expert that STRAND's customers reach when they hit a real problem. This is not a ticket-routing role. You will diagnose integration issues, work across customer environments, and partner with engineering to resolve the things that cannot be fixed with documentation. You care about getting to the right answer, not just closing the ticket.

What you will work on

• Handle inbound technical support issues from enterprise customers with a focus on fast, accurate resolution.
• Diagnose integration and configuration problems across a range of customer infrastructure environments including Kubernetes, cloud platforms, and service meshes.
• Work directly with STRAND's engineering team to escalate, reproduce, and resolve product bugs and edge cases.
• Build internal knowledge base documentation that reduces repeat issues and scales support quality over time.
• Identify patterns in support volume and surface systemic product or documentation gaps to product and engineering.
• Participate in customer onboarding calls to help new accounts integrate STRAND correctly from the start.

What we are looking for

• 3 or more years in technical support or solutions engineering for a developer tool or infrastructure product.
• Solid understanding of Kubernetes, cloud infrastructure, and service-based architectures. You can read a customer's setup and understand where something is likely to be wrong.
• You write code. Enough to read logs, write diagnostic scripts, and understand what an API response is telling you.
• You communicate with precision. Your support responses are clear, complete, and do not require a follow-up question to understand.
• You escalate with context. When you bring something to engineering, you have already isolated the problem and documented what you know.
• Experience supporting products that integrate with observability, CI/CD, or incident management tooling is a strong plus.

How we work

• Fully remote. Work from wherever you do your best work.
• Async by default. Meetings exist when they need to, not as a reflex.
• Small team. Your decisions ship. There is no committee.
• We move fast and cut anything that does not serve the outcome.

What we offer

• Competitive salary and equity with straightforward terms.
• Five weeks paid vacation plus local public holidays.
• Health coverage based on your location.
• Home office or co-working stipend.
• Four months paid parental leave.
• Regular team off-sites.