Support Engineer

About AntithesisWe're on a mission to redefine how modern distributed systems are tested and released. Our platform is trusted by engineering teams who demand rock-solid reliability, scalable performance, and deep technical visibility. Our platform doesn't just assure system correctness and reliability, it exists because developers need something better. If you've ever experienced the pain of a production outage, had a bad week on-call, or had a release delayed by weeks because of one killer bug - you'll understand exactly why we're doing what we do. If you're passionate about developer-first products, system resilience, and correctness, we'd love to talk.About the RoleOur Support Engineers are the first escalation for customer support requests. They are experts of the Antithesis platform, and they have the skills to resolve requests that lack prescribed instructions in our external documentation or internal knowledge base. For requests that exceed their scope, they possess the technical expertise to route them to the correct internal teams. When not handling escalations, they ensure requests are acknowledged, qualified, triaged, and driven to resolution while keeping stakeholders informed.What You'll DoHandle customer support requests that lack prescribed instructions in our external documentation or internal knowledge baseDetermine the proper escalation path for novel issues after performing diagnostics and troubleshootingUse scripting languages to investigate customer issuesOwn customer support requests end-to-end: first response, qualification, triage, escalation management, resolution tracking, and communicationContribute to the continuous improvement of the knowledge base by identifying gaps and suggesting updates based on request patternsRespond to automated system alerts, taking steps to raise stakeholder awareness and begin the resolution processCommunicate clearly and professionally with customers' technical team membersWhat We're Looking ForExperience in a technical support, help desk, or customer-facing technical operations role (or equivalent)Proficiency in Linux environments, containerization/Docker, and bash/shell scriptingWorking knowledge of a scripting language (e.g. Javascript, Python)Strong written communication skills and comfort communicating with customers' engineersEagerness to develop deep product expertise in an innovative and technically sophisticated platformWilling to work on-site five days a weekBonus points:Experience with software testing / quality assuranceKubernetesQuerying data (via SQL, NoSQL, or other query engines)Why Join Us?Make a measurable impact from day oneCollaborate with a fast-moving team that values autonomy and resultsHelp shape the growth strategy at a pivotal stageAccess to top-tier tools and leadership supportGet a genuinely revolutionary software product into users' handsEqual Opportunity StatementWe are an equal opportunity employer and value a diverse, inclusive workplace. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital or veteran status, pregnancy, disability, or any other protected characteristic. We are committed to providing reasonable accommodations throughout the application and employment process.Notice to Recruiters and AgenciesUnder no circumstances will Antithesis pay a fee for candidates submitted or presented without a signed recruiting agreement in place between Antithesis and the recruiter or agency prior to submission. Any submission must be for a requisition specifically and individually assigned in writing by Antithesis' People Department.