Support Engineer
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Job Location:
Boston, NH - USA
Monthly Salary:
Not Disclosed
Posted on:
18 hours ago
Vacancies:
1 Vacancy
Job Summary
Role Overview
The Managed Services Support Engineer is a client-facing operations-focused role responsible for the continual operation stability and availability of customer workloads running on Kubernetes-based & cloud platforms. While the primary mandate of this role is 24/7 operational support and incident response Support Engineers also contribute to day-to-day operational tasks and platform hygiene during periods of lower incident activity.
This role requires strong Kubernetes and cloud infrastructure expertise combined with the ability to prioritize real-time client impact over planned work. Support Engineers participate in a 24/7 on-call rotation and work closely with Cloud Operations SRE Product Engineering and Customer Support teams to ensure reliable service delivery.
Key Responsibilities
Continual Operations & Incident Support (Primary Focus)
- Provide 24/7 operational support for customer environments running on Kubernetes-based
- Participate in an on-call rotation responding to alerts incidents and client-reported issues within defined SLAs.
- Triage troubleshoot and resolve incidents related to Kubernetes clusters workloads networking storage and compute infrastructure.
- Lead or participate in incident bridges ensuring clear ownership timely mitigation and effective communication.
- Perform root cause analysis (RCA) and contribute to post-incident reviews and follow-up
Day-to-Day Operations (Secondary Focus As Capacity Allows)
- Perform routine operational tasks during periods of lower incident
- Conduct cluster health checks and
- Execute planned maintenance activities configuration updates and operational
- Support upgrades patches and
- Assist with capacity monitoring and performance
- Contribute to operational readiness checks for new services or platform
- Execute runbooks and standard operating procedures to maintain platform
Kubernetes & Cloud Platform Support
- Monitor and support Kubernetes clusters in production
- Diagnose issues related to pod scheduling scaling resource utilization cluster networking persistent storage and node health.
- Escalate platform defects or systemic issues to engineering teams with clear impact analysis and reproduction details.
Customer Engagement & Communication
- Act as a technical point of contact during incidents affecting customer
- Provide timely clear updates to clients during outages or service
- Translate complex technical issues into customer-appropriate
Operational Excellence & Continuous Improvement
- Maintain and improve operational documentation runbooks and troubleshooting
- Identify recurring operational issues and collaborate with engineering teams on long-term
- Improve monitoring alerting and operational tooling to reduce noise and improve response
What This Role Prioritizes
- Client impact and service availability come
- Planned or day-to-day operational work is performed when it does not conflict with incident response or support obligations.
- Success is measured by reliability responsiveness and quality of client
Required Technical Skills
- Hands-on experience supporting Kubernetes in production
- Strong understanding of containers Linux systems and cloud
- Experience troubleshooting distributed systems under operational
Required Professional Skills
- Ability to operate calmly and effectively during
- Strong communication skills especially in client-facing
- Willingness to participate in a 24/7 on-call
- Strong sense of ownership and accountability for production
Preferred Qualifications
- Experience supporting SaaS or managed
- Familiarity with incident problem and change management
- Scripting or automation experience to assist with operational
We are an equal-opportunity employer and do not discriminate because of race color religion sex national origin ancestry marital status veteran status age disability sexual orientation or gender identity or expression or any other legally protected category. InterSystems is an E-Verify Employer in the United States.
InterSystems is providing a current good faith estimate of the anticipated base salary range for this position depending on a variety of factors including experience education skills and performance.
Other compensation may include a discretionary annual variable target incentive.
The company also provides generous employee benefits including:
- Medical vision and dental insurance
- Short-term and long-term disability and life insurance
- 401(k) Profit Sharing Contribution
- Paid Time Off and Holidays
- Parental Leave
- Tuition reimbursement
About InterSystems
InterSystems a creative data technology provider delivers a unified foundation for next-generation applications for healthcare finance manufacturing and supply chain customers in more than 80 countries. Our data platforms solve interoperability speed and scalability problems for large organizations around the globe to unlock the power of data and allow people to perceive data in imaginative ways. Established in 1978 InterSystems is committed to excellence through its 247 support for customers and partners around the world. Privately held and headquartered in Boston Massachusetts InterSystems has 38 offices in 28 countries worldwide. For more information please visit.
Required Experience:
IC
Key Skills
- Ruby
- Mac Os
- Computer Networking
- Windows
- TCP
- Customer Support
- Linux
- Shell Scripting
- VPN
- Dns
- Technical Support
- Troubleshooting
About Company
InterSystems is the leading provider of data management solutions for industries with complex challenges. Unlock the potential of your data and move your business forward.
