Senior Technical Support Engineer

Avenga is an international engineering firm helping businesses operate with AI at the core. With 6,000+ experts worldwide, we combine engineering expertise with AI-native thinking to turn ambitious ideas into real-world impact across industries, technologies, and markets. At the core of the role Do you enjoy solving complex technical problems and helping customers succeed? Join a team that is building next-generation cloud platforms used by organizations worldwide. As a Senior Technical Support Engineer , you will play a key role in supporting enterprise customers, troubleshooting advanced cloud infrastructure issues, and partnering with cross-functional teams to deliver world-class service. You'll work with cutting-edge technologies while making a direct impact on customer success and platform reliability. This US-based role is ideal for someone with deep technical expertise, strong communication skills, and a passion for providing outstanding support in high-impact, fast-moving environments. Core skills you’ll bring 5+ years of experience in infrastructure operations, systems administration, cloud operations, DevOps support, or similar roles. Proven background in a customer-facing technical support role. Strong track record of troubleshooting and resolving complex technical issues in production environments. Hands-on proficiency with Linux . Hands-on proficiency with Docker and Kubernetes . Solid understanding of L2/L3 networking concepts, including: TCP/IP networking, Routing and switching, Firewalls, and Network stacks. Strong organizational skills with the ability to manage and prioritize multiple customer issues simultaneously. Excellent written and verbal communication skills in English. Bachelor's degree in Computer Science, Engineering, or a related technical field. US Citizenship required. Nice-to-have: Familiarity with ELK Stack (Elasticsearch, Logstash, Kibana). Exposure to telecommunications providers or telecom infrastructure . Knowledge of cloud infrastructure and cloud-native technologies. Familiarity with OpenStack . Understanding of software upgrades, patch management, and system recovery processes. The impact you'll create Deliver technical support for cloud infrastructure and software solutions. Investigate, diagnose, and resolve complex customer-reported issues. Conduct in-depth log analysis and debugging to identify root causes. Meet customer KPIs and Service Level Agreements (SLAs). Perform software upgrades, patching activities, and system maintenance. Assist customers with emergency recovery efforts during critical outages. Maintain and support customer lab and testing environments. Create, maintain, and enhance technical documentation and knowledge base articles. Partner with engineering, product, and management teams across global locations. Mentor and support team members to strengthen technical capabilities across the organization. Serve as a trusted technical advisor for customers and internal stakeholders. What supports your journey Collaboration with engineers and technicians across multiple product lines and global regions (Canada, US, China, Costa Rica, Romania, and more). Exposure to cutting-edge cloud infrastructure technologies based on open-source platforms. Opportunities to innovate, mentor, and grow within a global technical support organization. People are at the core of Avenga. We provide equal opportunities regardless of race, ethnicity, gender identity, sexual orientation, disability, age, religion, or any other characteristic. We are committed to a respectful environment where everyone can be themselves, share their ideas, and feel that they belong.