Customer Support Engineer

Ovii's Interpretation of the Role

Blitzy seeks a Customer Support Engineer to keep its AI‑driven software platform stable, handling installations, upgrades, and day‑to‑day issue resolution for enterprise customers.

Role Snapshot

• L2 Technical Support Engineer
• Enterprise AI platform
• Kubernetes & Docker
• Multi‑cloud (GCP, AWS, Azure)
• Distributed‑systems debugging
• Monitoring & observability
• Customer communication
• On‑site Cambridge, MA

Must-Have Requirements

• Distributed-systems debugging
• Kubernetes
• Docker
• Major cloud providers (GCP, AWS, Azure)
• Monitoring & observability (Datadog or equivalent)
• Distributed‑systems debugging
• Kubernetes & Docker
• Multi‑cloud platform operation
• Monitoring & observability

Nice-to-Have Signals

• Python
• Redis
• Message queueing (e.g., Redis/RQ)
• WebSockets / Socket.IO networking
• SQL / PostgreSQL
• Source‑control platforms (GitHub, Azure DevOps, GitLab)
• CI/CD pipelines, Helm, ArgoCD
• Secrets management (Vault)
• Linux and Windows OS
• Incident management (Jira)
• Customer‑facing support or SRE/on‑call experience
• Python development
• Redis caching
• Message queue inspection
• WebSocket networking
• SQL/PostgreSQL querying
• Source‑control workflows
• CI/CD pipeline management
• Helm/ArgoCD deployment
• Secrets management with Vault
• Linux/Windows troubleshooting
• Incident management with Jira
• Customer‑facing support or SRE/on‑call

Work Setup

• Location: Cambridge, United States
• Work mode: ONSITE
• Employment type: Full-Time

Not Specified in JD

• Visa sponsorship
• Remote eligibility
• Education requirement
• Certifications
• Relocation
• Notice period
• Travel
• Security clearance
• Coding test
• Portfolio
• Cover letter

What You'll Likely Work On

• Deploy and install the platform into customer environments, troubleshooting installation issues.
• Support ongoing upgrades and keep customer environments stable.
• Partner with L1 to triage, resolve, or appropriately escalate customer‑reported incidents.
• Diagnose failures across compute, networking, storage, and services.
• Build and maintain dashboards, alerts, and runbooks to automate recurring fixes.
• Write clear, evidence‑backed escalations and post‑incident notes.
• Communicate status and resolutions to customers promptly and transparently.

Good Fit If You Have

• Comfortable with US business‑hour coverage and rotating on‑call shifts.
• Methodical, evidence‑first troubleshooting mindset.
• Ability to work across multiple cloud providers and container orchestration platforms.