Vcluster Labs: Customer Support Engineer

Headquarters: Germany – Frankfurt

About vCluster Labs

We are a venture-backed tech startup striving to be the leading force in enabling platform engineers. We raised more than $30M from top-tier VCs such as Khosla Ventures 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’re the company behind vCluster, an open-source technology for virtualizing Kubernetes. Open source is part of our DNA.

The adoption of our commercial product based on vCluster has grown extremely fast (multi-million dollar revenue) and our customer base includes some of the biggest companies in the world, including 6 Global Fortune 500 companies as well as some of the fastest-growing tech unicorns.

About the Role

Join our small support team to troubleshoot complex Kubernetes and vCluster issues directly with customers via Slack and ticketing. You’ll work closely with engineering, take ownership of customer problems, and help shape how we do support as we grow.

Responsibilities

• Troubleshoot Kubernetes and vCluster environments, diving deep into logs, configurations, and occasionally code to debug complex issues to root cause.
• Provide conversational, technical support primarily through Slack channels and our ticketing system.
• Collaborate with engineering to escalate critical issues, communicate customer needs, and influence product improvements.
• Document common issues, solutions, and best practices to build our knowledge base.
• Occasionally accommodate flexibility for urgent customer issues or supporting customers in different time zones.

Requirements

Must Have:

• 2-3 years hands‑on Kubernetes experience in production environments (beyond tutorials/coursework).
• Strong Linux/Unix system administration skills – comfortable on the command line and understanding the OS layer.
• Solid understanding of Kubernetes fundamentals: pods, services, deployments, networking, storage, RBAC.
• Excellent written communication skills for explaining complex technical issues clearly in Slack and tickets.
• Ability to work independently, manage multiple customer issues, and see problems through to resolution.
• Learning agility and adaptability – our product evolves quickly and you’ll need to pick up new concepts fast.

Nice to Have:

• Virtual cluster or multi‑tenancy experience.
• Cloud platform knowledge (AWS/GCP/Azure).
• Scripting skills (Bash, Python).
• Kubernetes certifications (CKA/CKAD/CKS).
• IaC tools (Helm, Terraform, Kustomize).
• Prior customer‑facing support experience.

What We’re Looking For

Engineers who are naturally curious problem‑solvers, take initiative without needing direction, communicate technical concepts clearly to customers, and thrive in small team environments with significant autonomy.

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 : Results matter more than clocking in and out at the same time every day.
• Workplace Flexibility : We’re very flexible about where you work and willing to adjust the work environment for you along the way.

Why Join a Startup Like vCluster Labs?

• Fast Application Process : We will typically get back to you within a week. Just send us some links, answer a few questions about your previous experiences, and hop on a quick Zoom call with one of our team members to see if you’re a good fit.
• Open‑Minded Work Environment : You can always speak your mind – no company politics or unnecessary formalities.
• Grow With The Company : We are growing quickly. Joining early gives you the chance to advance faster to the next step on the career ladder.
• Responsibility From Day 1 : Your work will immediately have an impact and you can shape the future of the company together with the rest of our team.

Culture & Values

• Technical Excellence : We are determined to build best‑in‑class technology and ship high‑quality software because we know that our users are engineers themselves.
• Customer Obsession : We strive for great usability, excellent documentation and support, and fast response times for feature requests and bug reports.
• Impressive Speed : From user feedback to shipping a new feature, we usually take less than a week in most cases.
• Bold Innovation : We constantly question the state‑of‑the‑art to find and address important issues in our space, sometimes abandoning existing technologies and starting from scratch.
• Open Source & Open Mind : We actively contribute to open‑source projects and maintain an open‑mind team culture that welcomes constructive feedback.

vCluster Labs provides equal opportunities for all candidates. We celebrate diversity and are committed to creating an inclusive work environment for everyone who becomes part of our team. We also actively promote measures to reduce bias throughout our hiring process to ensure that everyone gets the same opportunities.