<h3>Description</h3><p><a href="https://himalayas.app/companies/shieldfc">Shield</a> is a global startup, with offices in TLV, NYC, LDN, and LIS. We're rapidly growing and looking for another important piece of the puzzle. Is it you? </p><p>We are looking for an experienced <strong>Technical Support Engineer</strong> with strong application and infrastructure troubleshooting expertise to serve as the primary technical support resource for our APAC region customers. This role combines deep technical knowledge with a customer support focus, ensuring customers can successfully operate <a href="https://himalayas.app/companies/shieldfc">Shield</a> reliably in production. You'll work closely with customers' IT departments and our DEV teams to diagnose and resolve complex technical issues. </p><h3>What you'll do</h3><ul><li>Provide expert technical support for <a href="https://himalayas.app/companies/shieldfc">Shield</a> deployments across APAC time zones as part of the global support team. </li><li>Troubleshoot Application impacting issues covering different application and infrastructure dimensions. </li><li>Support customers with integration challenges and troubleshoot data flows between <a href="https://himalayas.app/companies/shieldfc">Shield</a> and external systems. </li><li>Proactively monitor customer environments using Prometheus, Grafana, and other observability tools to identify potential issues. </li><li>Break down complex technical issues and escalate clearly to R&amp;D with supporting data, logs, and analysis. </li><li>Document all customer interactions, solutions, and technical patterns in the ticketing system and knowledge base. </li><li>Collaborate with DEV, Product, and Operations teams to resolve customer issues and improve platform reliability. </li><li>Act as the regional technical escalation point for complex incidents and infrastructure issues. </li><li>Respond to customer technical support requests via ticketing system in a timely and professional manner. </li></ul><h3>Requirements</h3><h3>Experience and skills</h3><h3>Required</h3><ul><li>2-4 years of experience in Technical Support (L1 and L2), DevOps Support, or Site Reliability Engineering – MUST. </li><li>Customer-facing technical support in SaaS or enterprise environments. </li><li>Strong knowledge of Kubernetes from a troubleshooting and operational perspective. </li><li>Hands-on experience with cloud infrastructure (AWS) and cloud-native technologies. </li><li>Solid understanding of Linux/Windows operating systems and system administration. </li><li>Expert-level troubleshooting and root cause analysis skills for complex application and infrastructure issues. </li><li>Strong knowledge of observability and monitoring tools (Prometheus, Grafana, and Groundcover). </li><li>Deep understanding of APIs, integrations, and data pipeline architectures (ETL, webhooks, message queues). </li><li>Strong troubleshooting, analytical, and problem-solving skills. </li><li>Superb written a