Experienced Customer Support Engineer – Observability and Cloud Solutions
At careerzynith, we're revolutionizing the way organizations approach observability and cloud solutions. Our cutting-edge platform empowers customers to focus on the data and insights that matter, reducing data complexity, optimizing costs, and remediating issues faster. As a key member of our Customer Success team, you'll play a vital role in delivering exceptional support to our customers, ensuring they get the most out of our platform.
**About careerzynith**
careerzynith is the leading observability platform built for control in the modern, containerized world. Our innovative solution reduces data volumes and associated costs by 60% on average, saving developers thousands of hours. With our Fluent Bit-based Telemetry Pipeline, we optimize and simplify observability and security log data, transforming logs at the source and routing them to any destination without lock-in. Recognized as a leader by major analyst firms, careerzynith is trusted by the world's most innovative brands, including Snap, Robinhood, DoorDash, and Zillow.
**The Role**
As an Experienced Customer Support Engineer, you'll be the primary point of contact for a cross-section of customer issues, working closely with the customer and internal teams to resolve technical problems and deliver creative solutions. You'll be responsible for:
* Addressing technical issues encountered by our customers, working independently and collaboratively in an interrupt-driven environment
* Documenting and presenting solutions to customers and internal teams
* Owning issues and ensuring they get resolved, organizing resources as needed
* Finding reproducible examples based on incomplete information from customers
* Categorizing issues as misunderstandings, configuration problems, bugs, or feature requests
* Collaborating directly with the engineering team to isolate and fix problems and identify areas of improvement
* Confirming that delivered fixes really address the original concern
* Contributing 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, learning about our product, customers, current support tools, and seeing a day in the life firsthand
* After 30 days, you'll start to take ownership of customer cases, working with the rest of the Support team to resolve any issues encountered
* After 90 days, you'll be the primary point of contact for a cross-section of customer issues
**Location**
* Remote, but must be located in UK, Netherlands, or Denmark
**Your Team**
* Reporting to Tom Walker, Head of Customer Support Engineering
**Our Benefits**
* Health Insurance Coverage
* Flexible Time Off
* Competitive Salary
* Stock Options
* And More
**Why Join careerzynith?**
* careerzynith is an equal opportunity employer, welcoming diverse perspectives and people who think rigorously and aren't afraid to challenge the standard
* We're committed to Diversity, Equity, and Inclusion (DEI) initiatives, and we urge applicants to omit personal identifiers from their applications to reduce bias
* careerzynith is a company that values learning, growth, and innovation, and we're excited to have you join our team!
**How to Apply**
If you're passionate about delivering exceptional support and want to be part of a cutting-edge platform that's revolutionizing the way organizations approach observability and cloud solutions, apply now to join our team at careerzynith!
Apply for this job
**About careerzynith**
careerzynith is the leading observability platform built for control in the modern, containerized world. Our innovative solution reduces data volumes and associated costs by 60% on average, saving developers thousands of hours. With our Fluent Bit-based Telemetry Pipeline, we optimize and simplify observability and security log data, transforming logs at the source and routing them to any destination without lock-in. Recognized as a leader by major analyst firms, careerzynith is trusted by the world's most innovative brands, including Snap, Robinhood, DoorDash, and Zillow.
**The Role**
As an Experienced Customer Support Engineer, you'll be the primary point of contact for a cross-section of customer issues, working closely with the customer and internal teams to resolve technical problems and deliver creative solutions. You'll be responsible for:
* Addressing technical issues encountered by our customers, working independently and collaboratively in an interrupt-driven environment
* Documenting and presenting solutions to customers and internal teams
* Owning issues and ensuring they get resolved, organizing resources as needed
* Finding reproducible examples based on incomplete information from customers
* Categorizing issues as misunderstandings, configuration problems, bugs, or feature requests
* Collaborating directly with the engineering team to isolate and fix problems and identify areas of improvement
* Confirming that delivered fixes really address the original concern
* Contributing 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, learning about our product, customers, current support tools, and seeing a day in the life firsthand
* After 30 days, you'll start to take ownership of customer cases, working with the rest of the Support team to resolve any issues encountered
* After 90 days, you'll be the primary point of contact for a cross-section of customer issues
**Location**
* Remote, but must be located in UK, Netherlands, or Denmark
**Your Team**
* Reporting to Tom Walker, Head of Customer Support Engineering
**Our Benefits**
* Health Insurance Coverage
* Flexible Time Off
* Competitive Salary
* Stock Options
* And More
**Why Join careerzynith?**
* careerzynith is an equal opportunity employer, welcoming diverse perspectives and people who think rigorously and aren't afraid to challenge the standard
* We're committed to Diversity, Equity, and Inclusion (DEI) initiatives, and we urge applicants to omit personal identifiers from their applications to reduce bias
* careerzynith is a company that values learning, growth, and innovation, and we're excited to have you join our team!
**How to Apply**
If you're passionate about delivering exceptional support and want to be part of a cutting-edge platform that's revolutionizing the way organizations approach observability and cloud solutions, apply now to join our team at careerzynith!
Apply for this job