Senior Technical Support Engineer
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Job Summary
As a full-time Senior Technical Support Engineer, the successful candidate will manage customer cases end-to-end, troubleshoot product issues, and validate monitoring data while working remotely.
Key responsibilities:
- Own customer cases by logging, triaging, and resolving issues through various communication channels
- Troubleshoot product problems in the UI, API, and deployed agents using logs and diagnostics
- Validate and explain monitoring data from customer environments to distinguish between product and customer issues
Required qualifications:
- Bachelor's or Master's degree in Computer Science, Engineering, or a related field, or equivalent work experience
- 7+ years of technical support or support engineering experience for enterprise software, particularly in networking or storage
- Proven troubleshooting experience in on-premises data centers and cloud environments (AWS, Azure, Kubernetes)
- Strong hands-on skills in log analysis and troubleshooting
- Familiarity with Salesforce/Zendesk, Slack, and Atlassian tools (Jira, Confluence)
Complete Job Description
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