Senior Customer Support Engineer (EMEA) - Remote

Our client is a fast‑growing international software company building high‑performance developer infrastructure used by teams around the world. To support their expanding customer base, were looking for a Senior Customer Support Engineer to take ownership of complex technical issues, guide customers through challenging scenarios, and help shape a world‑class support function. This is a high‑impact role for someone who thrives in a technical environment, enjoys problem‑solving, and wants to be part of a modern, engineering‑driven organization. What You'll Do Technical Support & Troubleshooting Act as the primary technical contact for customers across EMEA Diagnose and resolve complex issues spanning infrastructure, cloud environments, and backend systems Investigate customer‑reported problems, reproduce scenarios, and collaborate with engineering to drive resolutions Customer Success & Guidance Help customers get the most out of the platform by providing best‑practice guidance and technical recommendations Communicate clearly with both technical and non‑technical stakeholders, ensuring a smooth and positive support experience Cross‑Functional Collaboration Work closely with engineering and product teams to escalate issues, share insights, and influence product improvements Contribute to internal tooling, workflows, and automation to streamline support operations Documentation & Enablement Create and maintain high‑quality documentation for internal teams and customers Identify recurring issues and propose improvements to reduce friction and enhance product reliability Operational Excellence Participate in an on‑call rotation to ensure timely responses to critical issues Help shape support processes as the company scales, bringing structure, clarity, and continuous improvement What You Bring Strong experience in a customer‑facing technical support, DevOps, SRE, or infrastructure‑focused role Solid proficiency in Python or a similar programming language Hands‑on experience with Kubernetes and managing workloads in cloud environments (AWS, GCP, or Azure) Ability to troubleshoot distributed systems, cloud services, and backend components Excellent communication skills and the ability to translate complex technical topics into clear explanations Familiarity with modern search, data, or database technologies is a plus A proactive, ownership‑driven mindset and comfort working in a fast‑moving environment Must be based in the EMEA region Why This Role Stands Out Join a remote‑first, international team working on cutting‑edge developer technology Contribute directly to a growing support organization with room to influence processes and tooling Competitive compensation, flexible working culture, and opportunities for professional development Work in a company that values autonomy, engineering excellence, and continuous improvement