Support Engineer

Support Engineer
Full-Time About the role
As a Support Engineer, you'll be the first technical responder for customers running HAProxy products in production — reading configs, digging through logs, and reasoning through networking and load-balancing behavior to figure out what's actually going wrong. You'll diagnose and fix the common, well-understood issues yourself using our documented troubleshooting patterns, and hand off genuinely novel or complex problems to our Tier 2 team with your diagnosis and findings already in hand. 
What you'll do

• Read through configuration files and logs on incoming tickets to pinpoint what's actually causing the problem, not just log what the customer reported
• Diagnose and resolve common, well-understood issues yourself — misconfigurations, upgrade failures, installation problems — by applying documented troubleshooting patterns and your own read of the config and logs
• Compare what you're seeing against similar past cases and known issues to narrow down root cause faster
• Recognize when an issue falls outside known patterns and hand it off to Tier 2 with your diagnosis, findings, and what you've already ruled out
• Feed what you learn back into the playbooks — new failure patterns, edge cases, and fixes that should be documented for the next engineer
• Maintain clear, professional written communication with customers throughout

What you'll bring

• Solid Linux fundamentals — comfortable navigating the filesystem, managing services and permissions, and reading logs to understand what a system is actually doing
• Solid networking fundamentals — TCP/IP, DNS, TLS, HTTP, and enough load-balancing knowledge to reason about why traffic is or isn't behaving the way it should
• Ability to explain a technical diagnosis clearly in writing — to customers and to Tier 2 — grounded in documented troubleshooting methodology rather than guesswork
• Comfort escalating promptly when a case doesn't match a known pattern — knowing the limits of what you should solve yourself is a core part of this job, not a shortcoming
• A troubleshooting mindset: methodical, curious, and comfortable asking clarifying questions
• 3+ years of experience in a similar technical role

Nice to have

• Prior technical support, helpdesk, or NOC experience
• Exposure to load balancers, reverse proxies, or web server configuration
• Familiarity with ticketing systems (e.g., Kayako) and issue trackers (e.g., GitLab)

Training provided
You are not expected to arrive knowing HAProxy. Configuration troubleshooting and upgrade and installation procedures are all taught on the job through a structured onboarding period and documented playbooks.
Growth path
This role is designed as the entry point to our support organization, with a defined progression to Systems Engineer as you build hands-on HAProxy expertise and a track record resolving escalations.