Lead Technical Support Engineer
Pure StoragePrague, Czech Republic
Full Time
Posted April 28, 2026
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Job Description
A Lead Technical Support Engineer responsible for managing support operations, troubleshooting complex technical issues across Kubernetes, Linux, and Cloud environments, mentoring support engineers, and collaborating with engineering teams to ensure platform reliability and customer satisfaction.
Key Responsibilities
- Lead and manage the support team, overseeing ticket triage, workload distribution, and ensuring SLA compliance.
- Troubleshoot complex technical issues across Kubernetes, Linux, and Cloud environments.
- Act as the primary escalation point for critical customer incidents and stalled tickets.
- Provide technical guidance, mentorship, and code reviews to support engineers.
- Perform root-cause analysis on logs, traces, and dumps to identify platform issues.
- Troubleshoot connectivity and infrastructure issues in data center, cloud, and hybrid environments.
- Collaborate with Engineering and DevOps teams to reproduce bugs, test hotfixes, and improve product reliability.
Requirements
- Five (5) years of experience in Technical Support or DevOps.
- Proven experience of at least one (1) year in a Lead, Senior, or Mentor role with experience managing support queues or guiding other engineers.
- Advanced hands-on administration and troubleshooting experience with Kubernetes.
- Linux Administrator-level knowledge of system internals, networking, and storage.
- Proficiency in Bash and Python scripting for automation and log analysis.
- Experience querying and troubleshooting MongoDB and PostgreSQL databases.
- Strong capability to maintain focus on high-visibility issues while communicating clearly to stakeholders and management.
- Ability to de-escalate critical situations with customers.
- Work from the Prague office in compliance with company policies, unless on PTO, work travel, or other approved leave.
Benefits & Perks
Compensation/salary range (not specified in the posting)
Work schedule: Flexible time off, in-office work in Prague
Work environment perks: Wellness resources, company-sponsored team events
Additional benefits: Support for accommodations and accessibility, inclusive and diverse work culture, opportunities for growth and development
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