Technical Support Engineer

Join the company that’s building the telemetry infrastructure for the AI era. At the company, we partner with IT and Security teams at many of the world’s biggest enterprises, including half of the Fortune 100, to bridge the gap between AI ambition and infrastructure reality. As the AI Platform for Telemetry, we give customers the choice, control, and flexibility to manage and analyze telemetry for both humans and agents, so they can build what’s next.

We’re one of the fastest‑growing private companies and a leading player in a massive, fast‑moving market. With a global workforce, we’re remote‑first and grounded in a simple idea: software is a people business. The company is the place where curious, collaborative people can do their best work, grow fast, and bring their full selves to the herd.

Why You’ll Love This Role

The company is seeking Technical Support Engineers to ensure customer success by providing enterprise-level support to our customers and partners. We are a fast-growing, remote-first company with a mission to unlock the value of all observability data. At our core, we believe in shipping phenomenal products and doing good by our customers and communities. We provide our customers with a new and unprecedented level of observability, intelligence, and control over their real-time data. We're backed by Sequoia and CRV, and our products are deployed in some of the largest organizations in the world processing 100s of TB and PB of IT & Security data, and managed by Site Reliability Engineers, System Engineers, and Technical Operations teams.

In this role, you will be joining a highly technical and collaborative team that is committed to shipping high quality software and enjoying all the goat gifs the internet has to offer. The ideal candidate for this role has a mixture of strong technical chops, an innate desire to help customers, and a natural affinity for collaboration.

As An Active Member Of Our Team, You Will…

• Deep technical understanding of the company Products.

• Provide extraordinary technical support to our Enterprise customers and across various channels such as Slack, Email, online meetings, etc.

• Research, diagnose, troubleshoot, and identify solutions to resolve customer issues.

• Document and share knowledge inside and outside the company via Slack, the company Curious, and team share sessions.

• Follow standard procedures for reproducing and escalating unresolved issues to the appropriate internal teams.

• Provide prompt and accurate feedback to customers, set achievable expectations, and ensure proper recording and closure of all issues.

• Provide and document knowledge in the form of knowledge base tech notes, articles, Curious and participate in real-time forums (e.g., Slack) for real-time questions.

• Enable the team(s) around you with created/updated reference-able materials and work alongside Support Engineers as a mentor.

• Engage and direct technical success on customer escalations and product insight.

• This position will require stand-by, on-call, or off-hours duties.

If You’ve Got It - We Want It

• 2+ years experience with the company Products

• 8 -15 years supporting distributed, Big-Data, solutions.

• BS degree in Computer Science, similar degree, or equivalent work experience.

• Passionate about working on and detailing out complex technical issues.

• Expert-level troubleshooting & problem-solving skills; proven critical thinker.

• Excellent client-facing skills, excellent written and verbal communication skills.

• Strong experience with BigData, BigData housing solutions, Linux, AWS, Azure, Networking, API, certificates

• Some windows chops are a plus.

• Experience with Regular Expressions and JavaScript

• BONUS:

• Experience with Splunk, Elastic, Kafka, Kinesis, or related technologies

• Experience with AWS, Azure, GCP, and other cloud platforms

#LI-KM1

#LI-Remote

The salary for this role is dependent on country of employment and will be based on the individual candidate's job-related knowledge, skills, and experience.

In addition to base salary, for sales and some sales-adjacent roles, employees are eligible to earn incentive compensation (commission). For all other roles, employees are eligible to participate in the company Corporate Bonus Program.

In addition to a competitive salary, the company offers a benefits package that may include retirement/pension support, paid holidays and paid time off, remote office setup support, equity, and other wellness and support programs. Benefits vary by country in accordance with local requirements and market practice.

Base Salary Range

€92.200 — €120.000 EUR

Bring Your Whole Self

Diversity drives innovation, enables better decisions to support our customers, and inspires change for the better. We’re building a culture where differences are valued and welcomed, and we work together to bring out the best in each other. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other applicable legally protected characteristics in the location in which the candidate is applying.

Interested in joining the company herd? Learn more about the smartest, funniest, most passionate goats you’ll ever meet at the company .