Technical Support Engineer/Manager - Remote role at PerfectScale in Raleigh

PerfectScale in Raleigh is hiring a Technical Support Engineer/Manager - Remote

This job might already be filled.

As a Support Engineer at PerfectScale, you will be the first member of our global support organization and responsible for providing technical support to all end users.


About PerfectScale

PerfectScale is a cutting-edge start-up that is leading the way in next-gen technologies aimed at disrupting the rapidly growing Kubernetes and cloud-native space. We are dedicated to revolutionizing how companies worldwide efficiently and autonomously manage the 'Day-2' operations of their Kubernetes environments. Our primary objective is to assist companies in achieving peak Kubernetes performance while minimizing costs.

With a founding team that has firsthand experience in the field, PerfectScale has developed an innovative and differentiated approach to tackling the challenges associated with scaling and maintaining large-scale, distributed Kubernetes environments.

The best part is that our solutions consistently deliver game-changing results for our customers. These include significant cost savings, improved application performance and availability, and the assurance that their applications are scaled to provide a flawless experience for their customers every time.

PerfectScale is on the cusp of becoming the industry-standard platform for 'Day-2' Kubernetes Operations. Join our team and become part of a culture that is passionate, dynamic, and fun, where your contributions will directly impact the future of the company!

About the Role

As the Support Engineer/Manager at PerfectScale, you will be the first member of our global support organization. Your main responsibility will be to provide technical support to all end users. You will develop processes and establish standards to help us grow our business and better serve our customers.

Working in conjunction with the sales team, your goal will be to develop and maintain positive customer relations that result in a positive customer experience and revenue generation. This will involve activities such as answering technical questions, providing onboarding services, conducting root cause analysis, and resolving issues.

Additionally, you will collaborate with various internal departments to meet the service level agreements (SLAs) we have established for our customers. You are expected to resolve issues in a timely and high-quality manner and document them in our ticketing system, while always providing an optimal customer service experience with every interaction.

Helping our customers is the best way to add value to our brand, and you will be our ambassador in this mission.


  • Conduct post-sales activities, including following up with customers on technical questions, providing support during onboarding, conducting root cause analysis, and resolving issues.

  • Actively participate in our Slack community to assist customers and prospects with support-related questions.

  • Serve as the first line of support through the Intercom platform.

  • Monitor incoming support tickets and communicate resolutions to customers.

  • Act as the customer liaison with other internal departments to ensure the best customer experience and meet our SLAs.

  • Develop and maintain internal support documentation.


  • Excellent communication, collaboration, and a proactive approach.

  • Demonstrated ability to work remotely in a productive manner.

  • Prior experience of at least 2 years in DevOps or Support roles within software companies.

  • Good command of written and verbal English.

Nice To Haves

  • Experience working for enterprise-grade SaaS product companies.

  • Previous knowledge and experience with Kubernetes or DevOps work.

  • CNCF certifications.

  • Bilingual or multilingual skills.

Our Perks

  • Competitive salary.

  • Flexible working hours and time off.

  • Fully remote work.

  • International team.

  • Continuous professional development.

  • All employees receive company shares – our success is your success.

Equal Opportunity Employer Statement

PerfectScale is an equal opportunity employer committed to promoting diversity and inclusion in the workplace. We strictly prohibit any form of discrimination or harassment based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as defined by federal, state, or local laws.

This policy applies to all aspects of employment within our organization, including hiring, recruiting, promotion, termination, layoffs, recalls, leaves of absence, compensation, benefits, training, and apprenticeship. At PerfectScale, hiring decisions are based solely on qualifications, merit, and business needs at the time.