Role Overview
The Managed Services Support Engineer is a client-facing, operations-focused role responsible for the continual operation, stability, and availability of customer workloads running on Kubernetes-based & cloud platforms. While the primary mandate of this role is 24/7 operational support and incident response, Support Engineers also contribute to day-to-day operational tasks and platform hygiene during periods of lower incident activity.
This role requires strong Kubernetes and cloud infrastructure expertise combined with the ability to prioritize real-time client impact over planned work. Support Engineers participate in a 24/7 on-call rotation and work closely with Cloud Operations, SRE, Product Engineering, and Customer Support teams to ensure reliable service delivery.
Key ResponsibilitiesContinual Operations & Incident Support (Primary Focus)- Provide 24/7 operational support for customer environments running on Kubernetes-based
- Participate in an on-call rotation, responding to alerts, incidents, and client-reported issues within defined SLAs.
- Triage, troubleshoot, and resolve incidents related to Kubernetes clusters, workloads, networking, storage, and compute infrastructure.
- Lead or participate in incident bridges, ensuring clear ownership, timely mitigation, and effective communication.
- Perform root cause analysis (RCA) and contribute to post-incident reviews and follow-up
- Perform routine operational tasks during periods of lower incident
- Conduct cluster health checks and
- Execute planned maintenance activities, configuration updates, and operational
- Support upgrades, patches, and
- Assist with capacity monitoring and performance
- Contribute to operational readiness checks for new services or platform
- Execute runbooks and standard operating procedures to maintain platform
- Monitor and support Kubernetes clusters in production
- Diagnose issues related to pod scheduling, scaling, resource utilization, cluster networking, persistent storage, and node health.
- Escalate platform defects or systemic issues to engineering teams with clear impact analysis and reproduction details.
- Act as a technical point of contact during incidents affecting customer
- Provide timely, clear updates to clients during outages or service
- Translate complex technical issues into customer-appropriate
- Maintain and improve operational documentation, runbooks, and troubleshooting
- Identify recurring operational issues and collaborate with engineering teams on long-term
- Improve monitoring, alerting, and operational tooling to reduce noise and improve response
What This Role Prioritizes
- Client impact and service availability come
- Planned or day-to-day operational work is performed when it does not conflict with incident response or support obligations.
- Success is measured by reliability, responsiveness, and quality of client
Required Technical Skills
- Hands-on experience supporting Kubernetes in production
- Strong understanding of containers, Linux systems, and cloud
- Experience troubleshooting distributed systems under operational
Required Professional Skills
- Ability to operate calmly and effectively during
- Strong communication skills, especially in client-facing
- Willingness to participate in a 24/7 on-call
- Strong sense of ownership and accountability for production
Preferred Qualifications
- Experience supporting SaaS or managed
- Familiarity with incident, problem, and change management
- Scripting or automation experience to assist with operational
We are an equal-opportunity employer and do not discriminate because of race, color, religion, sex, national origin, ancestry, marital status, veteran status, age, disability, sexual orientation or gender identity or expression or any other legally protected category. InterSystems is an E-Verify Employer in the United States.
InterSystems is providing a current good faith estimate of the anticipated base salary range for this position depending on a variety of factors including experience, education, skills, and performance.
Other compensation may include a discretionary annual variable target incentive.
The company also provides generous employee benefits including:
- Medical, vision, and dental insurance
- Short-term and long-term disability, and life insurance
- 401(k) Profit Sharing Contribution
- Paid Time Off and Holidays
- Parental Leave
- Tuition reimbursement
About InterSystems
InterSystems, a creative data technology provider, delivers a unified foundation for next-generation applications for healthcare, finance, manufacturing, and supply chain customers in more than 80 countries. Our data platforms solve interoperability, speed, and scalability problems for large organizations around the globe to unlock the power of data and allow people to perceive data in imaginative ways. Established in 1978, InterSystems is committed to excellence through its 24×7 support for customers and partners around the world. Privately held and headquartered in Boston, Massachusetts, InterSystems has 38 offices in 28 countries worldwide. For more information, please visit InterSystems.com.
What the Team is Saying
Similar Jobs
What We Do
InterSystems builds the software that makes complex systems work—reliably, securely, and at scale. For more than 45 years, we’ve been the information engine behind some of the world’s most mission-critical applications in healthcare, government, and business. Our data management, integration, and analytics technologies help organizations connect disparate systems, turn data into insight, and deliver better outcomes. From enabling interoperable healthcare and advancing clinical care, to powering national infrastructure and large-scale enterprise systems, our technology is used every day by millions of people in more than 80 countries. What sets InterSystems apart is not just what we build, but how we build it. We focus on long-term innovation, deep engineering excellence, and solving hard problems that truly matter. Our teams work closely with customers to tackle real-world challenges—often behind the scenes, but always at the heart of what keeps essential systems running. If you’re motivated by meaningful work, technical depth, and the opportunity to have a global impact, you’ll find it here.
Why Work With Us
Because we are a profitable, privately-held software company, we place our clients first in everything we do. You’ll work on meaningful, complex problems alongside deeply curious experts in a culture that values learning, ownership, and long-term growth—without the pressure of quarterly Wall Street demands.
Gallery
InterSystems Teams
InterSystems Offices
OnSite Workspace
For the first 3 or 6 months (experience and role dependent), we ask our employees to work in the office 5 days a week. After that time, our employees receive 24 work from home Fridays to use at their discretion throughout the year.
