Solutions Engineer - Self Host Support
3 days ago
Madrid
We are looking for a Solutions Engineer specialized in self-hosted environments to empower our customers and ensure the success of their deployments and implementations. If you're a natural-born problem-solver, are passionate about open source, and want to be the key piece that makes our users and customers happy, we want to meet you! Who are we? We defend and believe in Open Source and proof of this is that our main project,___, reflects that. We’re convinced that technology isn’t neutral. That’s why we like to shake things up and go against the status quo. Penpot is the free open-source design tool that allows true collaboration between designers and developers. Penpot is one of the most promising global design tools for interaction design used by hundreds of thousands UX/UI designers, Product designers and web developers across the world. Kaleidos is the company boosting Penpot. If you’re interested in getting a deeper sense of our culture and values, have a look at our___ to gain insight into who we are and what we believe in. To us, Kaleidos is its people. And we believe that the more different perspectives that come together, the better our work will be. That's why we strive every day to create a diverse and inclusive team. We are a company with a strong female presence and we declare ourselves feminists because we actively work for real equality. For us, this means, above all, taking care of the day-to-day: we care about Kaleidos being a safe space where all people feel respected, valued, and free to be themselves. What do we need As a Solutions Engineer at Penpot, your main mission will be to collaborate with our customers to understand their technical and business goals, designing and providing robust solutions for their self-hosted environments. You'll go beyond reactive support; you will be a trusted technical consultant who not only resolves issues but also anticipates needs and optimizes the user experience with our product. This role is key to bridging the gap between our development teams and our customers, ensuring they can get the most out of Penpot in their infrastructures. It requires prior experience in assertively and kindly managing incidents and inquiries from a wide variety of customers. Must Have • This role requires full professional proficiency in English (C1+ or native), as it's our primary language for internal and external communication. You will also need a conversational level of Spanish to work effectively with our team based in Spain :), • Basic Spanish communication skills., • Mid-Level experience (4 - 6 years) in advanced technical support, solutions engineering, or customer success engineering roles, with a strong focus on customer care., • Proficiency in Docker and Docker Compose., • Basic knowledge of Kubernetes in deployment environments (GKE, Amazon EKS, AKS, OpenShift, Rancher…)., • Advanced Linux skills (bash, network management, permissions, troubleshooting)., • Experience in remote server management., • Familiarity with cloud environments (AWS, GCP, Azure, or similar)., • Basic notions of security, risk analysis, and vulnerabilities (CVEs, OWASP...)., • Exceptionally clear, assertive, and patient communication, with the ability to explain complex technical concepts to non-technical audiences., • A proactive and solution-oriented mindset, committed to leaving no problem unsolved., • Ability to manage multiple tasks and contexts while ensuring an appropriate response for each customer. Earn extra points • Database administration knowledge (PostgreSQL is a plus)., • Remote connection management tooling (reverse tunnel, VPN, and heterogeneous environments...)., • Programming knowledge., • Previous experience supporting self-hosted and/or open-source products., • Practical knowledge of Git (repositories, commits, basic conflict resolution). What will your work be like? • Customer Interaction: You will meet (via tickets, chat, or calls) with customers from all over the world to help them install and configure their instances, and diagnose deep technical issues related to Docker, networking, configuration, and performance in their cloud or on-premise environments., • Proactive Problem Solving: You will thoroughly investigate reported bugs, performing advanced troubleshooting using SSH, log analysis, and configuration reviews. You won't just fix the problem; you'll document the root cause solution for the entire community., • Demonstration and Validation: You will collaborate on creating proof-of-concepts and technical guides that demonstrate best practices for efficiently implementing and scaling Penpot., • Communication Bridge: You will act as the essential technical link between the customer, the sales/growth team, and the development engineers, translating customer needs into actionable insights to improve our product., • Process and Documentation Management: You will help us define processes and tools to improve our documentation. Who will you be working with? At Kaleidos we have several teams: the Community team, the QA team, the Infrastructure team, and the Product team. We’re all rowing in the same direction to drive Penpot forward, but this position will be to join the daily day of the Growth Team, within the Community team. Would you like to take a deeper peek at___? What do we offer? • Salary: € 48 - 53k (gross annual salary), • Permanent contract. We’re looking for someone to stay with us for the long run!, • Flexible hours. Even better! We all work from 10am-2pm CET. You can work the rest of your hours whenever you want. Whether you’re an early bird or a night owl, you’ll be in good company!, • 37,5h/week as part of our plan for creating a better work-life balance., • 100% remote position. We maintain an office in Madrid (Spain), however, attendance at this location is discretionary. You are welcome to work remotely from any location with a reliable internet connection, provided that we share a time zone CET +/- 1 or you may choose to come to the office as often as you want., • 23 days of paid leave, plus December 24th and 31st, and the possibility to ask for 10 extra non-paid leave days. We’re super flexible with your dates, you just need to make sure it’s fine with your team., • Choose the holiday calendar of where you live or from the headquarters (Madrid)., • Continuous learning with internal and external training, conferences, and events (as a general rule we usually cover 100% of the cost). You’re encouraged to experiment with new best practices!, • Language classes on the house (eng & span): classes paid for by the company as part of your work schedule., • 2 PIWEEKs per year! A ___ is a freeform week-long hackathon where you pause your day-to-day work and focus, either alone or in a team, on a cool project! Penpot was one of the projects born in past PIWEEKs!, • Elevate your workspace. We provide a budget every 3 years to renew the equipment and after 3 years you can keep the “old” computer equipment!, • An environment where your opinion matters. We have a culture of a consensus-driven decision-making process. You’ll quickly find yourself being involved in all Kaleidos’ things., • An open-source company. Our products are open-source and we support the open source environment as much as we can. We’re fully committed., • Self-organized teams: we believe that providing autonomy and independence is key for personal and collective accountability. Teams at Kaleidos operate internally with very little hierarchy and enjoy the freedom to better organize themselves., • Alan’s health insurance through flexible compensation (coverage only in Spain). What is the process like? ¡Apply for this position if you think it could be a good match for what you are looking for in your next professional challenge! The team in charge (with technical colleagues and members of our People team) will take a look at it and, if we think it might be a good fit, you will receive a response from us as soon as possible. • If your CV meets our requirements, we will invite you to have a 25- 35 mins chat to understand your profile and your desires better. At that point, if we’re aligned, we would love you to write a cover letter about your experience and why you’re interested in joining Kaleidos., • 1.5-hour culture interview, to get a sense of how you see our culture, clear up any questions, get to know you more deeply, and for you to also get to know us., • 1.5 hour technical interview. We’ll take this time together to review your projects. The aim is to explore how you approach things, your reasoning, and how you tackle the challenges., • 1-hour interview with Pablo, our CEO. Consider this step an interview to dive deeper into Kaleidos and ask whatever you’d like!, • Optional: meet with two people from Kaleidos for a private conversation to ask any questions you may have about the company and the position.
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