Experienced Customer Support Engineer for Observability and Monitoring Solutions – Technical Issue Resolution and Customer Success

Welcome to blithequark blithequark is the observability platform built for control in the modern, containerized world. We empower customers to focus on the data and insights that matter by reducing data complexity, optimizing costs, and remediating issues faster. Our observability platform reduces data volumes and associated costs by 60% on average while saving developers thousands of hours. blithequark's Fluent Bit-based Telemetry Pipeline optimizes and simplifies observability and security log data. The product transforms logs at the source and routes them to any destination without lock-in. Recognized as a leader by major analyst firms, blithequark is trusted by the world’s most innovative brands. Learn more about our mission and values at our website. Follow us on LinkedIn and Twitter to stay updated on our latest news and achievements. About the Role You will be a key contributor to our Customer Success team at blithequark. As a Customer Support Engineer, 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, 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. Location Remote, but must be located in the UK, Netherlands, or Denmark. Your Team Reporting to the Head of Customer Support Engineering, you will be part of a dynamic team that values collaboration, innovation, and customer satisfaction. Our Benefits Health Insurance Coverage. Flexible Time Off. Competitive Salary. Stock Options. And More. Diversity, Equity, and Inclusion blithequark is an equal opportunity employer. We encourage you to apply even if your experience doesn't line up exactly with the job description. Your skills, passion, and desire to make a difference will stand out. At blithequark, we welcome diverse perspectives and people who think rigorously and aren’t afraid to challenge the standard. If you need additional accommodations to feel comfortable during your interview process, please email us. How to Apply Before clicking “Submit Application”, please note that we urge applicants to omit personal identifiers, including names, and any details that explicitly indicate gender or ethnicity from their applications to reduce bias. Although this step is optional, blithequark is deeply committed to Diversity, Equity, and Inclusion (DEI). We recognize that achieving DEI is an ongoing journey for us as a company, and we believe it begins with our approach to hiring. Identifying information includes your name, photos, LinkedIn URL, email address, and more. We look forward to receiving your application and exploring how you can contribute to the success of blithequark. Apply for this job