Full-Time Customer Support Engineer

You will be a key contributor to our Customer Success team. You’ll address technical issues encountered by our customers. They will come to you first, and trust you to understand the urgency and get the situation resolved. You will work closely with the customer and build up a relationship with their team. You will work closely with the internal account team (CSA & SA), and when necessary you’ll involve the internal engineering and product teams.

In This Role You Will

• Bring all the diverse and great aspects of your authentic self to work every day.
• Work independently and collaboratively in an interrupt driven environment.
• Resolve difficult technical problems while working closely with the customer.
• Document and present creative solutions to customers and internal teams.
• Own issues and ensure they get resolved, organizing whatever resources are needed.
• Find reproducible examples based on incomplete information from customers.
• Categorize issues as misunderstandings, configuration problems, bugs, or feature requests.
• Quickly and correctly decide whether to involve the engineering team.
• Collaborate directly with the engineering team to isolate and fix problems and also identify areas of improvement to better serve our customer’s needs.
• Confirm that delivered fixes really address the original concern.
• Contribute to documentation and knowledge base articles.

You Must Have

• 5+ years of experience in an engineering or support related role.
• Experience working directly with customers in a technical setting (preferably SaaS).
• Customer support experience ideally in the monitoring, observability, or data pipeline space.
• Experience with Kubernetes, Terraform, and significant consideration if you also have Prometheus experience.
• Technical understanding and experience with: Coding/SDLC, Linux, Cloud providers (AWS, GCP, Azure), Networking, Shell
• Strong communication skills both written and verbal.
• Strong technical, analytic and problem solving skills that you consistently apply in an empathetic manner.
• Desire and ability to learn on your feet.

Nice to Have

• BS in computer science or related field, or code school graduate in lieu of direct experience.
• AWS, Azure, or GCP Cloud Certification(s).
• Modern programming language familiarity and experience.

What you will achieve

• In your first 30 days, you'll shadow other Support team members. You'll learn about our product, our customers, our current support tools, and see a day in the life firsthand.
• After 30 days, you'll start to take ownership of customer cases, and work with the rest of the Support team to resolve any issues encountered.
• After 90 days you will be the primary point of contact for a cross section of customer issues.

Reporting to Tom Walker, Head of Customer Support Engineering

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