Senior Technical Support Engineer (LATAM)

About Us

Cast AI is the leading Application Performance Automation (APA) platform, enabling customers to cut cloud costs, improve performance, and boost productivity – automatically.

Built originally for Kubernetes, Cast AI goes beyond cost and observability by delivering real-time, autonomous optimization across any cloud environment. The platform continuously analyzes workloads, rightsizes resources, and rebalances clusters without manual intervention, ensuring applications run faster, more reliably, and more efficiently.

Headquartered in Miami, Florida, Cast AI has employees in more than 32 countries worldwide and supports some of the world’s most innovative teams running their applications on all major cloud, hybrid, and on-premises environments. Over 2,100 companies already rely on Cast - from BMW and Akamai to Hugging Face and NielsenIQ.

What’s next? Backed by our $108M Series C, we’re doubling down on making APA the new standard for DevOps and MLOps, and everything in between.

Core Values That Hold Us All Together

PRACTICE CUSTOMER OBSESSION. Focus on the customer journey and work backwards. Strive to deliver customer value and continuously solve customer problems. Listen to customer feedback, act, and iterate to improve customer experience.

LEAD. Take ownership and lead through action. Think and act on behalf of the entire company to build long-term value across team boundaries.

DEVELOP AND HIRE THE BEST. Strive to raise the performance bar by continuously investing in yourself, the team and by hiring the best possible candidates for every position. Drive towards personal development and professional growth, and mentor others to raise the collective bar.

EXPECT AND ADVOCATE CHANGE. Strive to innovate and accept the inevitable change that comes with innovation. Constantly welcome new ideas and opinions. Share insights responsibly with unwavering openness, honesty, and respect. Once a path is chosen, be ready to disagree and commit to a direction.

A Glimpse into the Customer Success team

Our customer-obsessed CS team is dedicated to delivering world-class assistance to our clients. They are the bridge between our customers and the wider CAST AI organization, representing the customer's voice to CAST AI and the voice of CAST AI to the customer. The team ensures that our customers are successful in their use of our platform.

Role overview

CAST AI is looking for a Senior Technical Support Engineer with a robust Kubernetes troubleshooting and administration background. If you thrive in a fast-paced environment, enjoy the challenge of solving complex technical problems, and have a passion for cloud technologies, you could be the perfect fit for our team. As a Senior TSE at CAST AI, you will be an integral part of our mission to lead in Kubernetes automation and cost optimization, providing exceptional support and insights to our global customer base.

What You'll Work On Daily

Primary Subject Matter Expert: Act as the go-to CAST AI expert, offering comprehensive technical support to customers. You must understand the ins and outs of our platform to provide authoritative and effective solutions.

Technical Collaboration and Troubleshooting: Collaborate directly with customers to troubleshoot and diagnose complex technical issues. You'll need to communicate effectively to understand their problems, identify solutions, and guide them through resolution processes.

Issue Ownership: Take ownership of customer issues and manage them from initiation to resolution. You will focus on driving these issues to a close, ensuring minimal downtime for customers while enhancing their systems' overall performance and reliability using CAST AI.

Knowledge Sharing: Contribute to the internal knowledge base by documenting best practices, troubleshooting methods, and technical solutions. Create and update technical guides to empower your team and customers with valuable resources for understanding and navigating CAST AI's offerings.

Mentorship and Team Support: Mentor and guide junior team members, helping them grow their skills. Your experience and knowledge will foster a learning environment and ensure the team's continued development and success.

On-Call Support: Participate in an on-call rotation, providing critical after-hours support. Your commitment to being available during these times ensures customer needs are met promptly, maintaining high satisfaction and trust.

Requirements

• Must be fluent in Portuguese and English; Spanish is a plus.
• Bachelor's or Master's degree in Computer Science, Engineering, or a related field Foundational knowledge is crucial for understanding the complex technical aspects of our product.
• 5-8 years of hands-on experience in Kubernetes administration and troubleshooting. This should include comprehensive knowledge of managing clusters, networking, and storage within Kubernetes environments.
• An excellent understanding of Linux/Unix fundamentals.
• Hands-on experience with at least one major public cloud provider (AWS, Azure, GCP). Understanding cloud infrastructure's nuances and integration points is crucial for supporting customers in these environments.
• Strong problem-solving skills and technical understanding. It would help you navigate complex technical environments and develop solutions that align with client needs. It would help if you also had a passion for digging into problems and finding solutions.
• Excellent communication abilities, effectively articulating technical concepts and solutions to technical and non-technical stakeholders. This includes written communication skills for documenting processes, solutions, and guides.
  
  

What's in it for you?

• Team of highly skilled professionals to work with and learn from
• Impact and visibility. Our organization is flat, getting in touch with CEO or CTO is a common practice here
• Flexible working hours. We deliver instead of sitting in the office 8 to 5
• Skin in the game. Every employee gets a share of the company
• 10% time to focus on self-improvement or personal projects.
  
  

CAST AI is the leading Kubernetes automation platform for AWS, GCP and Azure customers. The company is on a mission to deliver a fully automated Kubernetes experience.

What’s unique about CAST AI is that its platform goes beyond monitoring clusters and making recommendations; it utilizes advanced machine learning algorithms to analyze and automatically optimize clusters, saving customers 50% or more on their cloud spend, improving performance and reliability, and boosting DevOps and engineering productivity.

CAST AI has around 200 employees globally and is headquartered in Miami, Florida.