Customer Support Engineer

Summary

Join Chronosphere's Customer Success team as a key contributor, addressing technical issues for customers and building strong relationships. You will work independently and collaboratively, resolving complex problems, documenting solutions, and owning issues to resolution. Collaborate with internal teams and customers to identify and fix problems, contributing to documentation and knowledge base articles. The role requires strong technical and communication skills, experience with Kubernetes, Terraform, and ideally Prometheus. The position is remote, but candidates must be located in the UK, Netherlands, or Denmark.

Requirements

• 5+ years of experience in an engineering or support related role
• Experience working directly with customers in a technical setting (preferably SaaS)
• Customer support experience ideally in the monitoring, observability, or data pipeline space
• Experience with Kubernetes, Terraform, and significant consideration if you also have Prometheus experience
• Technical understanding and experience with: Coding/SDLC, Linux, Cloud providers (AWS, GCP, Azure), Networking, Shell
• Strong communication skills both written and verbal
• Strong technical, analytic and problem solving skills that you consistently apply in an empathetic manner
• Desire and ability to learn on your feet

Responsibilities

• Bring all the diverse and great aspects of your authentic self to work every day
• Work independently and collaboratively in an interrupt driven environment
• Resolve difficult technical problems while working closely with the customer
• Document and present creative solutions to customers and internal teams
• Own issues and ensure they get resolved, organizing whatever resources are needed
• Find reproducible examples based on incomplete information from customers
• Categorize issues as misunderstandings, configuration problems, bugs, or feature requests
• Quickly and correctly decide whether to involve the engineering team
• Collaborate directly with the engineering team to isolate and fix problems and also identify areas of improvement to better serve our customer’s needs
• Confirm that delivered fixes really address the original concern
• Contribute to documentation and knowledge base articles

Preferred Qualifications

• BS in computer science or related field, or code school graduate in lieu of direct experience
• AWS, Azure, or GCP Cloud Certification(s)
• Modern programming language familiarity and experience

Benefits

• Health Insurance Coverage
• Flexible Time Off
• Competitive Salary
• Stock Options