{"id":3099242,"url":"https://alion.io/job/physicsx-platform-support-engineer","title":"Platform Support Engineer","company":{"id":251,"name":"PhysicsX","domain":"physicsx.ai","url":"https://alion.io/company/physicsx","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":88,"open_postings":40,"ghost_share":0.125,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":98,"computed_at":"2026-10-25T05:49:26Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["New York, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":74000,"max_usd":186000,"period":"year","method":"role_country_seniority_unknown","sample_n":2068},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"Amazon EKS","optional":false},{"name":"ArgoCD","optional":false},{"name":"Azure AKS","optional":false},{"name":"Git","optional":false},{"name":"GitOps","optional":false},{"name":"Helm","optional":false},{"name":"IAM","optional":false},{"name":"Kubernetes","optional":false},{"name":"Linux","optional":false},{"name":"Prometheus","optional":false},{"name":"Service Desk","optional":false},{"name":"AWS","optional":true},{"name":"Azure","optional":true},{"name":"Docker","optional":true},{"name":"Incident Management","optional":true},{"name":"ITSM","optional":true},{"name":"Slack","optional":true}],"status":"live","first_seen_at":"2026-10-22T13:32:14Z","employer_posted_date":"2026-10-22","last_verified_at":"2026-10-25T21:56:21Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":2},"description":"About us\nRe-architecting Engineering for the Age of Intelligence\n\nPhysicsX is the physics AI company for industrials. The company’s mission is to accelerate hardware innovation by overhauling what industrial engineering and manufacturing look like today. PhysicsX is building a new simulation software stack to deliver deep physics AI enablement across the entire engineering lifecycle. The company partners with leading organisations in aerospace & defence, automotive, semiconductors, materials, and energy & renewables, supporting them on some of their most critical and complex challenges. PhysicsX is headquartered in the United Kingdom, with offices in London, New York, and Singapore and an expanding presence in the Bay Area.\n\nThe role\nPlatform Support Engineers are PhysicsX’s first technical responders for enterprise customers and internal users of the Platform. You’ll own the path from intake to resolution: triage, first-pass investigation, customer updates, and, where you can’t fix it yourself, a high-quality escalation to Product, SRE, FDSE or Deployment Engineering. This isn’t a service desk. You’re building the repeatable front door into PhysicsX’s deeper technical capability. This is a hybrid role working from our New York City office 3 days per week.\nWhat you’ll do\nOwn it, investigate it, fix it where you can. You’re the first engineer on every issue, and you own it until it’s closed, whether you resolve it yourself or bring in Product, SRE, FDSE or Deployment Engineering. Your goal is to resolve a growing share of issues without escalation, and to hand over a root-cause diagnosis rather than a symptom when you do escalate.\nTriage incoming issues, classify severity, and run the first-pass investigation across product, platform, infrastructure and customer environment to find where the problem most likely lies.\nResolve what you can. When you can’t, hand over with the logs, events, config, timeline, what you’ve already tried, and a recommended next step.\nWork within a structured incident process: response targets, clean handovers, and post-mortems.\nDebug inside the platform.\nNavigate Kubernetes (EKS, AKS and others): inspect workloads, ingress, permissions and cluster health, read events and logs, and work out what’s failing and why. You don’t need to be a cluster admin, but you do need to know when to hand over.\nUse Linux, container and Helm knowledge, monitoring signals (logs, metrics, alerts, Prometheus-style) and cloud fundamentals (networking, compute, storage, IAM) to tell whether a symptom points at the application, the cluster or the cloud layer.\nTime-box investigations and escalate promptly when progress stalls.\nWork the GitOps way.\nUse the cluster to look and Git to change. Fixes go through reviewed pull requests (or a ready-to-review change handed to the owning team), because live edits get reverted by reconciliation (e.g. Argo CD) or drift from Git. Call out drift when you see it.\nWhen urgent action is needed to stabilise things (like restarting a workload), take it deliberately, record it on the ticket, and capture the lasting fix in Git.\nCommunicate clearly.\nGive customers and internal stakeholders plain-language updates: what’s known, what isn’t, and what happens next.\nCoach customer engineers step by step when you can’t access their environment, as with air-gapped deployments.\nKeep a defensible priority order across competing issues, and say explicitly what’s being deprioritised, why, and when it will be revisited.\nBuild the function.\nWrite runbooks, capture repeatable fixes, and feed recurring issues back to Product and Platform teams so they’re fixed at the source.\nWork across SaaS, hosted/VPC and air-gapped deployments, and understand how release, scanning and promotion differ in each and what that means for resolution time.\nPhysicsX support is being stood up now, and tools (including ticketing) will change. Help shape what comes next.\nYou’ll work with a globally distributed team. Coverage includes planned evening shifts and a weekend rota, with the pattern evolving as demand grows.\nWhat we’re looking for\nMust have\nClear communication with non-technical stakeholders, including during live incidents and when guiding someone remotely\nSound triage and escalation judgement: distinguishing PX defects from deployment/config issues and customer-side dependencies, knowing what justifies out-of-hours contact, and staying calm when something is broken\nWorking Kubernetes familiarity: investigating pods that won’t start or keep restarting, and knowing when to hand over\nA GitOps mindset: Git as source of truth, PR-based change, environment promotion (Argo CD experience helps, but the mindset matters more than the tool)\nStrong Linux and troubleshooting fundamentals\nCloud fundamentals (networking, compute, storage, IAM) and comfort reading logs, metrics and alerts\nComfort working across teams and with change in a fast-moving, new function\nNice to have\nExperience with structured support or incident management (ITSM, severity classification, post-incident reviews)\nHands-on Argo CD, Helm, Docker or YAML troubleshooting\nDeeper EKS/AKS experience\nExperience across SaaS, VPC and air-gapped deployments\nA habit of writing runbooks and improving playbooks\nWhat we use today (a snapshot, not a requirement): Kubernetes, Argo CD, Docker, Helm, Prometheus-style monitoring, Linear for engineering work, Slack for coordination, and Zendesk for our ticketing platform.\nWhat we offer\nBuild what actually matters\nHelp shape an AI-native engineering company at a formative stage, tackling problems that genuinely matter for industry and society. This is work with real-world impact - and something you can be proud to stand behind.\nLearn alongside exceptional people\nWork with a high-caliber, collaborative team of engineers, scientists, and operators who care deeply about doing great work, and about helping each other get better. We come from diverse backgrounds, but we share a commitment to operating at the highest level and addressing some of the most complex challenges out there. If you’re ambitious, thoughtful, and driven by impact, you’ll feel at home.\nInfluence over hierarchy\nWe operate with a flat structure: good ideas win - wherever they come from. Questioning assumptions and challenging the status quo isn’t just welcomed, it’s expected.\nSustainable pace, long-term ambition\nBuilding meaningful technology is a marathon, not a sprint. We believe in balancing focused, ambitious work with a life beyond it. \nAnd it doesn’t stop there …\n Equity options - share meaningfully in the company you’re helping to build.\n 5% contribution to 401(k) - build long-term security with a strong retirement plan.\n Free team lunch 1x/week - good food, great company, and space to connect.\n Private health insurance - comprehensive cover for you, offering total peace of mind.\n Enhanced parental leave - 3 months full pay paternity and 6 months full pay maternity leave, to provide extra flexibility during the moments that matter most.\n 20 days of Annual Leave (+ Public Holidays) - because taking time to rest matters.\n Personal development - dedicated support for learning, development, and leveling up over time.\n Gympass / Wellhub (subsidized) - for you and up to 3 family members, supporting both physical and mental wellbeing.\n Flexible Spending Account (FSA) - set aside pre-tax dollars for eligible healthcare expenses.\n Watch this space, we’re continuing to build this as we grow…\nWe value diversity and are committed to equal employment opportunity regardless of sex, race, religion, ethnicity, nationality, disability, age, sexual orientation or gender identity. We strongly encourage individuals from groups traditionally underrepresented in tech to apply. To help make a change, we sponsor bright women from disadvantaged backgrounds through their university degrees in science and mathematics. \nWe collect diversity and inclusion data solely for the purpose of monitoring the effectiveness of our equal opportunities policies and ensuring compliance with employment and equality legislation. 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