Support Engineer

We are looking for a Support Engineer to be the first point of contact for our enterprise customers — triaging issues, handling escalations, and making sure our Kubernetes platforms run smoothly in production.

At Clastix, we build technologies used in production by companies like NVIDIA, OVH, Rackspace, and Fastweb to run Kubernetes at scale. Our open-source projects (Kamaji, Project Capsule) and our commercial platform kMetal give Large Enterprises and Managed Service Providers the building blocks to deliver Kubernetes-as-a-Service — which means our customers run mission-critical workloads on what we build, and expect responsive, competent support when they need help.

You will be part of the Operations team — handling customer tickets, escalating complex cases, and turning each support engagement into documentation, runbooks, and operational procedures that improve the experience for every future customer.

Our team is remote-first within Europe, with frequent in-person meetups for team building. Professional fluency in English (written and spoken) is mandatory.

• Be the first line of response for customer support requests across our Kubernetes platforms — triaging, investigating, and resolving operational issues

• Escalate complex technical cases to Engineering and the Senior DevOps Engineer, owning the handoff with the context they need to move fast

• Investigate customer-reported problems hands-on — read logs, reproduce issues, test fixes, and communicate clearly back to the customer throughout

• Write and maintain documentation: runbooks, operational procedures, known-issue playbooks, and troubleshooting guides

• Improve our support workflows — ticket templates, response patterns, escalation paths — so every interaction gets faster and more consistent

• Contribute to the open-source community around Kamaji and Project Capsule by answering user questions and triaging issues where appropriate

• Feed patterns from support tickets back into Engineering as bug reports, feature requests, and documentation gaps

• Learn the platform deeply — growing from supporting customers to actively shaping how we operate and what we build

We strongly encourage the team to leverage generative AI tools for productivity. A Claude Pro subscription is provided, and we expect you to use modern AI-assisted workflows for log analysis, documentation drafting, and repetitive investigative tasks.

• Working knowledge of Kubernetes — able to navigate a cluster, read manifests, inspect resources, and troubleshoot pods and services

• Comfort in a Linux command line and with basic networking, storage, and container fundamentals

• Clear, patient written communication — able to explain technical topics to customers without jargon or condescension

• A structured, methodical approach to investigating problems and writing up findings

• Strong sense of ownership for each ticket — wanting to resolve it, not just route it

• Fluent in English (written and spoken)

• Previous exposure to technical support, SRE, platform operations, or customer escalations — whether through a formal role, an internship, or strong personal projects

• Familiarity with Docker, Kubernetes, Linux, Storage systems, and Networking

• Exposure to observability tooling (Prometheus, Grafana, OpenTelemetry, Loki) and log aggregation systems

• Scripting ability in Bash, Python, or Go for ad-hoc automation and diagnostics

• Experience contributing to open-source projects, forums, or technical communities

• Remote Work: flexible remote or hybrid work options across Europe.

• Performance-Based: focus on results and outcomes, not set working hours; high autonomy and ownership expected.

• International Environment: enterprise customers and distributed team across Europe, US, and beyond.

• Career Growth: a clear path from support into platform engineering, SRE, or customer-facing roles — backed by mentorship from senior engineers.

• Engineering-first culture: strong focus on understanding the platform, not just triaging tickets — your feedback and documentation shape how we work.

Depending on experience, our gross salary range is between 30.000 and 45.000 EUR. Candidates entitled to a valid work permit for Italy will be employed under a permanent contract regulated by Italian laws.

EU citizens, as well as individuals with a valid EU work permit, may engage under a B2B independent contractor agreement.

Send your CV and a brief introduction to jobs@clastix.io with the subject line "Support Engineer Application".