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PhysicsX is a physics AI company for industrials, building simulation software to accelerate hardware innovation across aerospace & defence, automotive, semiconductors, materials, and energy & renewables. The company is headquartered in the UK with offices in London, New York, and Singapore.
As a Platform Support Engineer, you will be PhysicsX's first technical responder for enterprise customers and internal users. You own the complete path from intake to resolution: triaging issues, conducting first-pass investigation, providing customer updates, and escalating to Product, SRE, FDSE or Deployment Engineering teams when needed. This is not a service desk role—you're building the repeatable front door into PhysicsX's deeper technical capability.
Key responsibilities include:
**Own, investigate, and resolve issues.** You are the first engineer on every issue and own it until closure, whether you resolve it yourself or escalate with a root-cause diagnosis. Triage incoming issues, classify severity, and run first-pass investigation across product, platform, infrastructure, and customer environment. Resolve what you can; when you can't, hand over with logs, events, config, timeline, what you've tried, and a recommended next step. Work within a structured incident process with response targets, clean handovers, and post-mortems.
**Debug inside the platform.** Navigate Kubernetes (EKS, AKS and others) to inspect workloads, ingress, permissions, and cluster health. Read events and logs to determine what's failing and why. Use Linux, container, and Helm knowledge, monitoring signals (logs, metrics, alerts, Prometheus-style), and cloud fundamentals (networking, compute, storage, IAM) to distinguish whether a symptom points at the application, cluster, or cloud layer. Time-box investigations and escalate promptly when progress stalls.
**Work the GitOps way.** Use the cluster to look and Git to change. Fixes go through reviewed pull requests or ready-to-review changes handed to the owning team, because live edits get reverted by reconciliation (e.g. Argo CD) or drift from Git. When urgent action is needed to stabilize things, take it deliberately, record it on the ticket, and capture the lasting fix in Git.
**Communicate clearly.** Give customers and internal stakeholders plain-language updates on what's known, what isn't, and what happens next. Coach customer engineers step by step when you can't access their environment, as with air-gapped deployments. Keep a defensible priority order across competing issues and explicitly state what's being deprioritized, why, and when it will be revisited.
**Build the function.** Write runbooks, capture repeatable fixes, and feed recurring issues back to Product and Platform teams so they're fixed at the source. Work across SaaS, hosted/VPC, and air-gapped deployments, understanding how release, scanning, and promotion differ in each and what that means for resolution time. PhysicsX support is being stood up now, and tools (including ticketing) will change—help shape what comes next. You'll work with a globally distributed team. Coverage includes planned evening shifts and a weekend rota, with the pattern evolving as demand grows.
This is a hybrid role working from the New York City office 3 days per week.
**Requirements:**
Must have:
- Clear communication with non-technical stakeholders, including during live incidents and when guiding someone remotely
- Sound triage and escalation judgement: distinguishing PhysicsX defects from deployment/config issues and customer-side dependencies, knowing what justifies out-of-hours contact, and staying calm when something is broken
- Working Kubernetes familiarity: investigating pods that won't start or keep restarting, and knowing when to hand over
- A GitOps mindset: Git as source of truth, PR-based change, environment promotion (Argo CD experience helps, but the mindset matters more than the tool)
- Strong Linux and troubleshooting fundamentals
- Cloud fundamentals (networking, compute, storage, IAM) and comfort reading logs, metrics, and alerts
- Comfort working across teams and with change in a fast-moving, new function
Nice to have:
- Experience with structured support or incident management (ITSM, severity classification, post-incident reviews)
- Hands-on Argo CD, Helm, Docker, or YAML troubleshooting
- Deeper EKS/AKS experience
- Experience across SaaS, VPC, and air-gapped deployments
- A habit of writing runbooks and improving playbooks
Tools in use: Kubernetes, Argo CD, Docker, Helm, Prometheus-style monitoring, Linear, Slack, and Zendesk.
