Senior Technical Support Engineer
Job Summary
Working remotely in a full-time capacity, the Senior Technical Support Engineer will manage customer cases, troubleshoot product issues, and validate monitoring data for enterprise clients utilizing the company's platform across various environments.
Key responsibilities:
- Own customer cases end to end, logging, triaging, and resolving issues via Zendesk and other collaboration tools
- Troubleshoot product issues by diagnosing problems in the product UI, API, and deployed agents/collectors
- Validate monitoring data to ensure metrics and alerts from customer environments are accurate and complete
Required qualifications:
- Bachelor's or Master's degree in Computer Science, Engineering, or a related field, or equivalent work experience
- At least 7+ years of technical support or support engineering experience for enterprise software, preferably in networking or storage
- Strong hands-on troubleshooting skills in on-premises data centers and cloud environments like AWS and Azure
- Proficiency with tools such as Salesforce/Zendesk, Slack, and Atlassian products (Jira, Confluence)
- U.S. citizenship and ability to work from within the United States, with a willingness to complete a background check if required
Complete Job Description
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