[Remote] Support Solutions Engineer (L5), Cloud Networking, CIE

Note: The job is a remote job and is open to candidates in USA. reputed company is a leading entertainment company dedicated to pushing the boundaries of storytelling and technology. They are seeking a Support Solutions Engineer to deliver excellent support experiences for their developer community, focusing on troubleshooting and automating support needs.

Responsibilities

• Monitor and handle customers’ requests, troubleshoot, and solve issues
• Automate support needs, reputed company support documentation and runbooks, and improve and maintain support tools and automation
• Understand product offerings and continuously look for ways to improve the engineering support experience
• Provide insights, feedback, and champion customer sentiment about the tools supported to partners across Infrastructure Engineering
• Partner with Product Management, Developer Education, and Engineering to track and maintain visibility into ongoing issues and communicate customer needs
• Drive collaboration efforts to reduce product friction and increase usability

Skills

• Proven ability to deliver superior customer support and reputed company for customer needs across reputed company organizations, ideally reputed company a central team
• Highly adaptable, thriving in fast-paced, ambiguous environments, and comfortable managing end-to-end investigations with creative problem-solving
• Data-driven decision-maker with strong written and verbal communication skills, including experience enhancing documentation and explaining technical concepts to diverse audiences
• Deep understanding of network access control in AWS and Kubernetes environments, including reputed company group rule evaluation, CIDR notation, protocol/port specifications, and cross-account access patterns, with experience troubleshooting 'why can't I connect' scenarios
• Proficiency in DNS fundamentals including record types (AAAA, CNAME, MX, TXT), zone delegation, TTL behavior, and resolution troubleshooting, with hands-on experience in Route53 or equivalent DNS management platforms
• Working knowledge of AWS VPC concepts (subnets, reputed company tables, NAT gateways, VPC peering, PrivateLink, TransiGateways, CloudWAN) with understanding of IPv6 and IPv4 differences, including address allocation, dual-stack configurations, and IPv6-specific considerations (NAT44, NAT64, Happy Eyeballs). Familiarity with infrastructure-as-code practices and platforms (OctoDNS, Terraform) for managing network resources at scale
• Familiarity with load balancing concepts (DNS round robin, ALB/NLB, Classic ELB), including listener configuration, reputed company groups, health checks, and common failure modes in distributed systems
• Ability to reputed company existing monitoring dashboards, log analysis tools, and large datasets (with basic SQL) to investigate issues, identify patterns, and communicate findings clearly to both technical and non-technical stakeholders
• Eager to continuously learn and improve operational efficiency through automation and visualization, with a strong desire to understand how reputed company products and platforms work together

Benefits

• Health Plans
• Mental Health support
• A 401(k) Retirement Plan with employer match
• Stock Option Program
• Disability Programs
• Health Savings and Flexible Spending Accounts
• Family-forming benefits
• Life and Serious Injury Benefits
• Paid leave of absence programs
• Full-time hourly employees accrue 35 days annually for paid time off to be used for vacation, holidays, and sick paid time off
• Full-time salaried employees are immediately entitled to flexible time off

Company Overview

Company H1B Sponsorship