As a Customer Support Engineer at vCluster Labs, you aren’t just answering tickets; you are the technical lifeline our customers rely on when their Kubernetes and vCluster environments hit the wall. In this role, you will dig into logs, configurations, and source code to drive complex issues to root cause, working side-by-side with engineering to turn customer pain into product improvements. You will join a small, high-trust support team where ownership and direct customer impact define every day, and you will help shape how support works here as we grow.

As a Customer Support Engineer, your role will include:

Deep Technical Troubleshooting: You will dive into Kubernetes and vCluster environments, logs, configurations, and occasionally source code, to debug complex issues and drive them to root cause. Every escalation is a puzzle to solve, not a ticket to close.
Conversational Customer Support: You will provide responsive, technical support primarily through Slack channels and our ticketing system. You explain complex issues clearly and build trust with customers in real time.
Engineering Collaboration: You will partner with engineering to escalate critical issues, communicate customer needs, and influence product improvements. You are the customer’s voice inside the company and the company’s voice with customers.
Knowledge Base Building: You will document common issues, solutions, and best practices to scale your impact across the team. One-off fixes become reusable resources that level up everyone who comes after you.
On-Call Flexibility: You will show up for urgent customer issues and customers across time zones when it matters. You own problems through to resolution, even when the clock is awkward.
Shaping How We Support: You will help define how support works at vCluster Labs as we grow. With a small team and significant autonomy, the playbook you write today is the standard tomorrow.

This role could be a fit for you if you bring:

Production Kubernetes Experience: You have 2+ years of hands-on Kubernetes experience in production environments, well beyond tutorials or coursework. You have lived through outages, debugged real workloads, and know how clusters behave under stress.
Linux Fundamentals: You are comfortable on the command line and have strong Linux/Unix system administration skills, with a real understanding of the OS layer beneath Kubernetes.
Kubernetes Depth: You have a solid grasp of Kubernetes fundamentals, pods, services, deployments, networking, storage, and RBAC, and can navigate a manifest or a live cluster without a cheat sheet.
Written Communication: You write excellent technical explanations for Slack and ticket conversations, breaking down complex issues so customers actually understand them.
Independent Ownership: You work independently, juggle multiple customer issues at once, and see problems through to resolution without needing to be managed.
Learning Agility: You pick up new concepts fast and adapt as the product evolves. You are energized, not frustrated, by working on something that is still being built.

Bonus points for:

vCluster Knowledge: Hands-on experience with Tenant Clusters or Tenant Isolation in Kubernetes.
Cloud Platforms: Working knowledge of AWS, GCP, or Azure.
Scripting Skills: Comfort writing automation in Bash or Python.
Kubernetes Certifications: CKA, CKAD, or CKS.
IaC Tooling: Experience with Helm, Terraform, or Kustomize.
Customer-Facing Background: Prior experience in a customer-facing technical support role.

About vCluster Labs

We are a venture-backed tech startup and the company pioneering Kubernetes virtualization for the AI era. We raised +$30M from top-tier VCs such as Khosla Ventures (first investor in OpenAI, GitLab, Stripe, Doordash) and are in a hyper-growth phase looking for motivated people to complement our team. Our headquarters are in San Francisco (Salesforce Tower), but our team is distributed around the globe and we have a remote-first work culture.

We are the leading platform for operating GPU infrastructure, enabling AI Cloud providers to deliver a hyperscaler-like experience to their customers and AI factories that need to build that same experience for their internal teams. Our platform delivers the full operational stack operators need to run their GPU data centers — managed Kubernetes, fast isolated tenant provisioning, and automated node provisioning and lifecycle management — enabling them to accelerate time to value, reduce operational burden, and maximize the ROI of every GPU.

We're the company behind vCluster, an open-source technology for virtualizing Kubernetes (10k+ GitHub stars, 40M+ virtual clusters created since 2021). Open source is part of our DNA. At KubeCon North America 2025, we launched our Infrastructure Tenancy Platform for AI — a Kubernetes-native framework purpose-built for running AI, ML, and GPU-intensive workloads anywhere, with an NVIDIA-validated reference architecture for DGX systems.

Benefits

We offer the following benefits:

Competitive Salary: We offer a competitive compensation package, including equity.
Platinum-Level Insurance: Health, dental, vision, and life Insurance, including plans for you and eligible dependents (benefits vary depending on country).
Flexible Working Schedule: You have a doctor’s appointment or need to head to the supermarket to get groceries at 2pm? We won’t have an issue with that. To us, results matter more than clocking in and out at the same time every day.
Workplace Flexibility: We’re very flexible about where you work. We know things can change in life and we’re happy to adjust the work environment for you along the way.

Culture & Values

At vCluster Labs, we value and stand for:

Make it Happen: We have a relentless bias for action and the grit to push through obstacles. We do whatever it takes to figure it out, put in the work, and ruthlessly prioritize the actions that drive measurable impact for the business.
Own the Outcome: We understand that our responsibility doesn't end when a task is checked off; it ends when the value is delivered. We connect our daily individual actions to the broader success of the company and our customers.
Create Wow: We measure success by the experience we generate, both inside and outside the company. For our customers, this means impressive speed and intuitive experiences. For our team, this means going the extra mile to support one another and to continuously drive each other to new heights.
Open Source, Open Mind: We are actively contributing to and maintaining open-source projects. Internally, we foster meritocracy — the strongest ideas win, no matter who or where they come from.
Build Tomorrow’s Standards, Intentionally: We don't just ship software; we define the state-of-the-art of tomorrow. We are fearless in tearing down old approaches to build something better, but we are disciplined in how we do it because we know our users rely on our technology to run mission-critical infrastructure platforms.