Technical Support Engineer

Description

Why we're looking for you:

At Port, we’re redefining how internal developer platforms (IDPs) are built. Our product empowers organizations to centralize infrastructure operations and enable developer self-service at scale.

We’re looking for a highly motivated Technical Support Engineer to join our team and help us shape the future of internal developer portals, while helping our users get the most out of Port - troubleshooting issues, advising on best practices, and directly influencing how we improve the product

Acting as a key link between our users and our engineering team, you'll help shape both customer experience and product direction through problem solving and collaboration. If you’re passionate about solving complex technical problems, thrive on collaboration, and want to contribute to the future of platform engineering, we want to hear from you.

What you’ll do:

• Act as a trusted advisor: Support Port users as they integrate with technologies like Kubernetes, Terraform, and Cloud Platforms (AWS, GCP, Azure).
• Resolve issues end-to-end: Triage, investigate, and resolve technical support tickets. Escalate when necessary while owning follow-through.
• Collaborate cross-functionally: Work closely with R&D, Product, Sales Engineering, and Customer Success to deliver a seamless support experience.
• Be the voice of the customer: Surface trends, bugs, and usability pain points to Engineering and Product teams.
• Contribute to knowledge: Build and improve internal and external documentation, tutorials, and troubleshooting guides.
• Continuous Learning: Stay up to date with the evolving DevOps ecosystem and continually deepen your knowledge of integrated tools and services.

Who you’ll work with:

You’ll be part of a collaborative support team that sits at the intersection of Product, Engineering, and Customer Success. We value autonomy, technical rigor, and customer empathy.

Working closely with Product, Engineering, and Customer Success, you’ll not only help resolve issues but also play a role in shaping the product and enhancing customer success strategies.

Requirements

• 5+ years in a Tier 3 technical support role, ideally in a SaaS or infrastructure-focused environment.
• Cloud Platforms: Familiarity with AWS, GCP, or Azure, including foundational services like EC2, IAM, and networking.
• Kubernetes: Solid understanding of container orchestration concepts and Kubernetes basics (pods, deployments, Helm charts, services, logs, troubleshooting).
• Scripting and Configuration: Ability to read and understand code written in languages such as Bash, Java, or Python, and interpret structured formats like JSON and YAML.
• Infrastructure as Code (IaC): Working knowledge of Terraform - understanding how infrastructure is defined, deployed, and managed.
• API Familiarity: Comfortable using REST APIs via tools like Postman or curl for basic testing and debugging.
• Monitoring & Logging: Exposure to observability tools such as Datadog, Dynatrace, New Relic, or similar (e.g., viewing logs, identifying performance issues).
• Ticketing Systems: Hands-on experience with platforms like Zendesk, Freshdesk, or Jira Service Management.
• Excellent communication skills in English, both written and verbal.

Advantages

• Experience supporting or working closely with DevOps or Platform Engineering teams.
• Familiarity with GitOps practices and CI/CD workflows (e.g., GitHub Actions, ArgoCD, or Flux)

Location & Work Model

This role is based in Boston, Austin, or New York, with a hybrid model (3 days a week in-office).