Software Engineer - Customer Support

We believe that open-source software, open standards and APIs are the greatest transformational tools for organizations in the modern software development era.

Our mission at Diagrid is to provide developers with APIs and tools that help them focus on their code and not on infrastructure. As online digital services need to handle more load and run on multiple clouds or on-premises environments, programming to higher level abstractions delivers consistent, secure and reliable code that is easily portable and helps organizations de-risk their projects.

Diagrid is founded by the creators of the Dapr and KEDA open-source projects, and who led the user experience, design and development of hyper-scale infrastructure cloud services, serverless platforms and open-source projects at Microsoft. Dapr has now achieved graduated status within the CNCF, joining renowned projects like Kubernetes, Prometheus, and Istio.

We are backed by top VC firms and supported with industry leading investors and advisors including Joe Beda (Kubernetes Co-Founder, former Co-Founder / CTO at Heptio) Matt Klein (Creator of Envoy, Lyft), Mark Russinovich (CTO, Microsoft Azure), William Morgan (Creator of Linkerd, CEO Buoyant), Seth Vargo (Senior Staff Engineer, Google), Adam Gross (Former CEO, Heroku), Sri Viswanath (Former CTO, Atlassian), Adam Frankl (Dev Marketing Expert, Neo4J & JFrog), and Roopak Venkatakrishnan (Head of platforms, Bolt).

About the Role :

Diagrid.io is at the forefront of distributed systems and cloud-native development, building tools and platforms that empower developers to create reliable, scalable, and efficient applications. Our mission is to simplify the development of distributed applications, and we are committed to delivering exceptional solutions powered by open-source technologies. Join us in shaping the future of cloud-native software development.

We are seeking a Software Engineer - Customer Support to provide exceptional technical assistance for the open-source Dapr project and support production deployments on Kubernetes. You will be the key link between our customers and products, ensuring a seamless and positive user experience. You will play a pivotal role in resolving technical issues, providing expert guidance, and contributing to the Dapr open source project. If you thrive on solving complex customer challenges and have a passion for cloud-native technologies, we want to hear from you.

Key Responsibilities :

Act as the first point of contact for customers seeking technical assistance through various channels (e.g., email, chat, or forums).

Diagnose and resolve technical issues related to Diagrid products, ensuring timely responses within SLAs.

Escalate unresolved issues to engineering teams while maintaining ownership until resolution.

Software Development :

Contribute bug fixes, enhancements, and features requested by customers to the Dapr open-source project.

Participate in quarterly planning meetings to influence project direction and feature scope.

Technical Documentation :

Document technical issues and resolutions in a knowledge base to enable user self-service.

Create and maintain product documentation, code samples, and troubleshooting guides.

Work as part of the Customer Success team to identify, prioritize, and resolve bugs and feature requests.

Collaborate with the Open Source Engineering team on Dapr upstream improvements.

Provide actionable customer feedback to the product team for continuous improvement.

Training and Enablement :

Help customers adopt Diagrid products and distributed system architectures with Dapr.

Contribute to webinars, workshops, and training sessions to educate users on product features and updates.

Requirements :

3+ years of experience working on technical support teams in the SaaS technology industry

Technical Skills :

Strong understanding of distributed systems, cloud-native technologies, and microservices architectures.

Experience with Kubernetes, containers, and related ecosystem tools.

Familiarity with Kubernetes troubleshooting and debugging tools, such as logs analysis and network diagnostics.

Customer Focus :

Excellent interpersonal and communication skills, with the ability to explain technical concepts to both technical and non-technical audiences.

Proven experience in a customer-facing technical support or engineering role.

Problem-Solving :

Strong analytical skills to troubleshoot complex technical issues.

Organizational skills to manage multiple priorities and issues simultaneously.

Preferred Qualifications :

Experience contributing to open-source projects or communities.

Familiarity with Diagrid tools and services (e.g. Dapr).

Certifications in cloud platforms (e.g., AWS, Azure, GCP) or Kubernetes (e.g. CKAD, CKA)

Diagrid Benefits :

Competitive compensation

Company equity

Remote first & flexible work environment

Flexible paid time off

Comprehensive healthcare for you and your dependents

Choice of hardware

1000 for home office setup

Monthly WFH stipend

Team events & gatherings

Chance to collaborate with industry-leading figures

Diagrid, Inc. is an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need. We embrace and celebrate differences and diversity.

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