Provide senior-level technical support for a cloud backup platform by troubleshooting customer issues, analyzing logs, networking, Linux systems, and code. Escalate complex incidents, coordinate with product and engineering teams, maintain documentation, and design automation that scales support operations. Participate in after-hours, holiday, and weekend on-call coverage while working primarily 9–6 EST.
Senior Support EngineerCompany Overview
Why Join Us?
Eon Benefits
At Eon, we’re transforming cloud backups into useful assets for the first time ever. Backed by prominent investors and industry leaders, our groundbreaking Cloud Backup Posture Management (CBPM) platform offers instant visibility and access across all cloud environments, turning every backup into a searchable, accessible tool. We’re an ambitious, collaborative team driven to redefine what’s possible in cloud technology. Join us, and see how your contributions can directly shape the future of backup.
Position OverviewAs a Senior Support Engineer, you will join a global team dedicated to delivering exceptional technical support. You'll troubleshoot customer issues using logs, networking, system administration, and facilitate documentation updates. When needed, you'll create custom solutions and scale our support offerings through coding and scripting.
Key Responsibilities- Responsible for technical customer support experience within the Eon product
- Own, troubleshoot, and solve customer technical issues using collaboration, troubleshooting best practices, and transparency within and across teams
- Identify cases that require escalation (either technically or strategically)
- Create, maintain, and coordinate incident management requests to product or engineering
- Design and implement solutions that scale the support offering through automation
- Participate in on-call rotation for after-hours, holiday, and weekend support coverage
- Must be comfortable working 9-6 EST
- 5+ years of hands-on, technical experience in customer support, technical support, system administration, or related customer-facing role
- 2+ years experience with Cloud technologies (Azure, AWS, GCP)
- Experience in reading or debugging code in one or more of the following: Go, Python, JavaScript
- Proficiency with command-line tools and Linux operating system environments
- Experience with DevOps technologies
- Familiar with REST APIs or GraphQL
- Knowledge of basic Web technologies (e.g., HTTP, HTML, DNS)
- Understanding of networking fundamentals (e.g., TCP/IP, Routing, VPNs, VLANs, Peering, Load Balancing)
- Understanding of relational databases
- Understanding of Cloud security constructs like IAM roles
Why Join Us?
- Be part of a passionate and innovative team driving change in the cloud backup space.
- Opportunity for professional growth in a fast-paced startup environment.
- Competitive salary and benefits package.
Eon Benefits
💸Equity Participation (RSUs!)
💰401K match
🍼Paid Parental Leave
🏥Generous benefits including medical, dental, and vision options available to you
🏢Vibrant office with meals, happy hours, employee events, and volunteer days
💻Home office setup and culture events for remote employees
We’re committed to creating a culture of inclusion and equality – across race, gender, sexuality, and disability – where innovation and growth thrive, every voice is heard, and everybody belongs.
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