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Technical Support Engineer

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Coralogix

Aug 9

Applications are closed

  • Job
    Full-time
    Senior Level
  • Chicago
    Remote

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

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 a single point of contact for customers regarding technical matters, ensuring successful adoption of the Coralogix platform and providing high customer satisfaction through end-to-end support.

What qualifications are required 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 a customer-focused technical support role.

What specific technical skills are necessary for this role?

The role requires background knowledge and hands-on practice in Cloud DevOps (specifically with AWS, Azure, or GCP), observability tools (like Kibana, Grafana, Datadog), and experience with complex troubleshooting of Kubernetes and Docker containers. Knowledge of Regular Expressions, Lucene, and scripting in Python, Perl, or Ruby are also advantageous.

Is there a specific geographical requirement for this position?

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

What are the key responsibilities of the Technical Support Engineer?

Key responsibilities include managing customer support cases, engaging with customers to drive product adoption, training and coaching for onboarding, advocating for customer needs, contributing to the knowledge base, and managing multiple open issues.

What kind of work experience is considered a significant advantage for applicants?

Candidates with proven work experience with ELK (Elastic-search/Logstash/Kibana), complex troubleshooting of Kubernetes and Docker, and those who have experience in SAAS B2B software companies are considered to have a significant advantage.

What type of company culture does Coralogix promote?

Coralogix fosters a culture of innovation and continuous learning, seeking candidates who are hungry, humble, and smart, and who thrive in dynamic environments and are eager to contribute to the future of observability solutions.

Will I be required to create documentation or tutorials in this position?

Yes, part of the responsibilities includes contributing to the knowledge base by creating documentation, video tutorials, and predefined answers to common technical issues.

What soft skills are important for a Technical Support Engineer at Coralogix?

Important soft skills include excellent customer-facing skills, excellent communication skills in English, interpersonal skills, high availability for fast response to customers, and motivation to learn new skills and technologies.

Does Coralogix offer equal employment opportunities?

Yes, Coralogix is an equal opportunity employer and encourages applicants from all backgrounds to apply.

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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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