Customer Support Engineer, Chronosphere

• 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

Desirable

• 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
• 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
• 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