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Technical Support Engineer

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  • Job
    Full-time
    Senior Level
  • Los Angeles

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Fullstack Engineer

JobCoralogix
Senior Level

Requirements

  • - This role requires the candidate to be located in Europe due to time zone alignment and regional market focus.
  • - 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
  • - 5+ 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

Responsibilities

  • 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 Coralogix
  • 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

FAQs

What is the primary role of a Technical Support Engineer at Coralogix?

The primary role of a Technical Support Engineer at Coralogix is to serve as the single point of contact for customers regarding technical matters, ensuring customer satisfaction through end-to-end ownership of support cases, providing solutions, training, and advocating for customer needs within the company.

What qualifications are needed for this position?

Candidates are required to have a BA/BSc degree in Computer Science or equivalent experience, along with 5+ years of proven experience in customer-focused positions such as Technical Support Expert, Support Engineer, Customer Success Engineer, or Delivery Engineer.

Is experience with cloud platforms necessary for this role?

Yes, a background knowledge and hands-on practice in Cloud DevOps, specifically with AWS or equivalent experience with Azure and GCP, is necessary.

Do I need to be located in Europe for this job?

Yes, candidates are required to be located in Europe due to time zone alignment and regional market focus.

What tools or technologies should I be familiar with?

Candidates should have experience with observability tools such as Kibana, Grafana, Datadog, and should be knowledgeable in ELK (Elasticsearch/Logstash/Kibana). Experience with Regular Expressions, Lucene, PromQL, and Kubernetes is also highly advantageous.

What kind of companies should candidates have experience with?

Experience in SaaS B2B software companies is considered an advantage for this role.

What is the company culture like at Coralogix?

Coralogix fosters a culture of innovation and continuous learning, seeking candidates who are hungry, humble, and smart, and who thrive in dynamic environments.

Are there any scripting skills required for this role?

Yes, scripting skills in one of the following languages: Python, Perl, or Ruby are considered an advantage for candidates applying for this position.

How important is customer-facing experience for this job?

Excellent customer-facing skills are essential, as the role requires engaging with customers and ensuring their satisfaction with the Coralogix Platform.

Is there an opportunity for professional development in this role?

Yes, the role encourages candidates to learn new skills and technologies as part of the continuous innovation and learning culture at Coralogix.

Full-stack observability for logs, metrics, traces and security events with built-in cost optimization.

Technology
Industry
201-500
Employees
2014
Founded Year

Mission & Purpose

Observe more. Spend less. Coralogix is a modern, full-stack observability platform transforming how businesses process and understand their data. Our unique architecture powers in-stream analytics without reliance on indexing or hot storage. We specialize in comprehensive monitoring of logs, metrics, trace and security events, enhancing operational efficiency and reducing total cost of ownership by up to 70%. Our world-class and free customer support delivers less than 30 second response time and 1 hour resolution time. Our platform covers the entire range of observability with features such as APM, RUM, SIEM, Kubernetes monitoring and more, all streamlined for quick integration and immediate value.

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