Senior Technical Support Engineer

About The Role

As a Senior Technical Support Engineer, you will be a trusted advisor and technical resource for our customers. This is a hands-on role for someone who thrives in dynamic environments, loves troubleshooting complex technical issues, and is passionate about delivering exceptional support experiences.

You’ll be responsible for resolving high-impact technical issues, driving customer success, and collaborating closely with product, engineering, and customer success teams. This is an opportunity to shape how support is delivered and to contribute to the evolution of our platform and processes.

Key Responsibilities

• Deliver expert-level technical support to customers through phone, email, and chat.
• Troubleshoot and resolve complex technical issues involving our observability platform, integrations, and customer environments.
• Own and manage high-priority escalations, coordinating with engineering and product teams to drive resolution.
• Create and maintain high-quality technical documentation, including knowledge base articles and runbooks.
• Act as a technical liaison between customers and internal teams, translating customer feedback into actionable product insights.
• Participate in the on-call rotation to support urgent customer issues outside normal hours.
• Proactively contribute to process improvement, tooling, and support automation initiatives.
• Mentor junior support engineers and help level up the broader team through knowledge sharing.
  
  

Required Qualifications

Technical Expertise

• Bachelor's degree in Computer Science, Information Technology, or a related technical field.
• 5 years in a technical support or customer-facing engineering role, ideally in a SaaS, DevOps, or observability-focused environment.
• Deep familiarity with operating systems (Linux, Unix, macOS, and Windows) and modern networking concepts.
• Proficient in scripting languages such as Python or Bash.
• Experience with cloud platforms like AWS, Azure, or Google Cloud Platform.
• Working knowledge of Kubernetes — particularly in troubleshooting, scaling, and deployment contexts.
• Strong diagnostic and debugging skills across complex distributed systems.
  
  

Soft Skills

• Exceptional problem-solving skills and a methodical, customer-first approach to issue resolution.
• Clear, concise communicator able to translate complex technical topics for non-technical audiences.
• Calm under pressure, with the ability to multitask and prioritize in high-stakes situations.
• Collaborative mindset, with a track record of building strong working relationships across functions.
• Leadership capabilities, including mentoring others and driving initiatives independently.
  
  

Preferred Qualifications

• Experience with observability/monitoring tools such as Prometheus, Grafana, Jaeger, Loki, or similar platforms.
• Proficiency with OpenTelemetry (OTEL) — configuring and troubleshooting for distributed tracing, metrics, and logging.
• Experience using Terraform to deploy infrastructure preferably in combination with CI/CD tools such as Github Actions or Jenkins.
• Hands-on experience with Kubernetes clusters, including Helm, CNI, CSI, kubectl, and k9s.
• Exposure to modern data storage and retrieval systems including SQL, NoSQL, and data warehousing technologies.