Customer Support Engineer - EMEA

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.

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.