Support Engineer

Do you love to directly support the success of customers? We are seeking a Support Engineer that shares our beliefs around the primacy of support. Far too often the support function inside of a company is relegated to an issue triage center, focused more on the exoneration of a company’s product or service than on resolving the customer’s overall issue. At Oxide we are different; we view the customer’s issue as our own, regardless of the cause, and consider supporting our customers the responsibility of everyone in the company. As a Support Engineer at Oxide you will: Work closely with customers, from early discovery meetings, to installation and onboarding, to ongoing production operations, helping ensure that they have an exceptional experience running on Oxide. Play a key role in expanding Oxide’s global support footprint, particularly across Europe (GMT and CET timezones) and the Pacific time zone. As our customer base grows, you will help evolve how we provide responsive, high-quality support across time zones by improving coverage, handoffs, and overall customer experience at a global scale. Manage and triage inbound customer communications, driving customer issues to resolution by providing timely responses that meet our SLA levels. Participate in regular on-call rotations to provide support for critical customer issues. Build and maintain customer and team knowledge bas