The Technical Support Engineer role embodies the critical intersection of technical expertise and a focus on customer satisfaction.
This role is tasked with helping Coralogix customers with giving answers to technical questions, solution architecture, and ensuring successful adoption of the Coralogix Platform.
Responsibilities:
Serve as our customers single point of contact for any tech-related matters.
End to End ownership of customer support case from opening until closure ensuring customer satisfaction.
Establish relationships and engage with technical counterparts to drive product adoption and expansion.
Train and coach customers to a successful onboarding process and ongoing usage.
Advocate internally for customer needs be the technical voice of the customer within us.
Contribute to our knowledge base by creating documentation, video tutorials, and predefined answers to common issues.
Prioritize and manage several open issues at one time.
Properly escalate unresolved issues to appropriate internal teams
Requirements
Background knowledge and hands-on practice in Cloud DevOps, specifically experience with AWS (EC2, EKS, ECS, Fargate, Lambda, CloudFormation, Load Balancers, CloudWatch) or the equivalent with Azure and GCP.
Background knowledge and hands-on practice in Observability, specifically experience working with one or more of the following tools – Kibana, Open-Search, Grafana, Datadog, Sumologic, NewRelic, AppDynamics, Dynatrace, Prometheus, Logz.io, SignalFX, Instana, Splunk, Honeycomb, Jaeger.
3+ years of proven experience in customer focus position as a Technical Support Expert / Support Engineer / Customer Success Engineer / Delivery Engineer.
BA/BSc degree in Computer Science or equivalent experience.
Excellent customer-facing skills.
Excellent communication skills in English.
Motivation to learn new skills and technologies.
Great interpersonal and communication skills.
High availability for fast response to customers.
Proven work experience with ELK (Elastic-search/Logstash/Kibana) – BIG Advantage.
Hands-on experience in Regular Expressions, Lucene, PromQL – BIG Advantage.
Hands-on experience with complex troubleshooting of Kubernetes and Docker container – BIG Advantage.
Scripting skills in one of the following: Python, Perl, Ruby – an advantage.
Experience in SAAS B2B software companies – an advantage.
