Senior Technical Support Engineer, Observe
Data observability & management
Be an early applicant
Data observability & management
201-500 employees
Be an early applicant
201-500 employees
Company mission
To become the market leader in observability by turning the world's business data into information.
Role
Who you are
- 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
- 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
Desirable
- 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
What the job involves
- 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
- 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
Our take
As companies increasingly depend on data-driven decision making, the data observability sector has grown in significance. Observe integrates various types of data (logs, metrics, tracing) and presents it on a single interface (Snowflake).
By leveraging Snowflake, the company utilizes a usage-based pricing model, in which customers pay only for the data they access. With a more cost-effective option relative to other data observability solutions, Observe has been able to set itself apart in the market.
Clients of Observe include Upstart Financial, Open Gov and Top Golf and the company is backed by Capital One Ventures. Its funding has enabled it to accelerate its overall pace of innovation while extending into reliability, acting upon the data, adapting, and optimizing its analysis and integration. Observe is well-positioned to remain a top provider in the data observability sector.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 6 rounds)
Sep 2024
$30m
SERIES B
Mar 2024
$115m
SERIES B
Total funding: $289.5m
Company benefits
- Comprehensive Insurance Coverage (Health/Dental/Vision/Disability/Life)
- Health Savings Account (HSA) & Flexible Spending Account (FSA)
- Mental Health Care
- PTO, Bereavement Leave, Paid Holidays, Sick Days
- Family Medical Leave, Fertility Assistance, Maternity & Paternity Leave, Military Leave
- 401(k)
- Equity Incentive Plan & Stock Options
- Flexible Hours & Work From Home
- And More!
Company HQ
Downtown, San Mateo, CA
Leadership
Jacob Leverich
(VP of Engineering)Co-Founder of Kuro Labs. Previously worked as Director of Engineering at Splunk.
Philipp Unterbrunner
(Director of European Operations)Previously worked as a Software Engineer at Facebook. Founding Engineer at Snowflake Computing. Previous Senior Member of the Technical Staff at Oracle and worked as a Software Engineer at Philotech GmbH.
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