Senior Technical Support Engineer
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Job Summary
As a full-time Senior Technical Support Engineer working remotely, the successful candidate will manage customer cases end-to-end, troubleshoot product issues, and validate monitoring data for enterprise clients utilizing the company's platform across various environments.
Key responsibilities:
- Own customer cases by logging, triaging, and resolving issues through Zendesk and other collaboration tools
- Troubleshoot product problems in the UI, API, and agents/collectors deployed on customer servers
- Validate and explain the accuracy of monitoring data collected from customer networks and systems
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
- Strong hands-on troubleshooting skills in networking, storage, and infrastructure monitoring environments
- Proficiency with Salesforce/Zendesk, Slack, and Atlassian tools (Jira, Confluence)
- U.S. citizenship and ability to perform work from within the United States
Complete Job Description
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