Offer summary

Qualifications:

3-4+ years of experience as a Tier 2/3/4 Support Engineer, preferably in monitoring or observability., Strong troubleshooting skills in software, infrastructure, or database-related issues., Basic coding or scripting skills, with Go experience being a plus., Hands-on experience with Kubernetes, Docker, and Linux..

Key responsabilities:

Respond to customer inquiries via email, chat, and forums.

Troubleshoot and resolve technical issues for enterprise and open-source users.

Collaborate with engineering, customer success, and solutions teams to improve support processes.

Maintain and improve the knowledge base for better self-service support.

Job description

Our client, a fast-growing company specializing in open-source monitoring and observability solutions, is looking for a Technical Support Engineer to join their expanding support team. This role involves troubleshooting technical issues, assisting enterprise customers, and contributing to product improvements. The ideal candidate has a strong background in monitoring, observability, databases, or infrastructure monitoring, and experience providing Tier 2/3/4 technical support.

Location: Fully Remote (Preferred time zone: GMT +0 to GMT +3)

Employment Type: Full-time B2B agreement

Work Arrangement: Flexible hours, with participation in on-call rotations (including occasional weekends).

Key Responsibilities:

Respond to customer inquiries via email, chat, and forums.
Troubleshoot and resolve technical issues for enterprise and open-source users.
Collaborate with engineering, customer success, and solutions teams to improve support processes.
Maintain and improve the knowledge base for better self-service support.
Take ownership of customer issues in a fully remote, autonomous work environment.

Essential Skills:

3-4+ years of experience as a Tier 2/3/4 Support Engineer (preferably in monitoring/observability).
Strong troubleshooting skills in software, infrastructure, or database-related issues.
Basic coding or scripting skills (Go experience is a plus).
Hands-on experience with Kubernetes (K8s), Docker, and Linux.
Fluent in English (additional languages are a plus).
Excellent communication skills with the ability to explain technical concepts clearly.
A proactive problem solver with a strong sense of urgency and ownership.

Desirable Skills:

Experience with time-series databases or monitoring tools (e.g., Grafana, Prometheus).
Familiarity with open-source technologies and community engagement.
Understanding of IT infrastructure and distributed systems troubleshooting.

Required profile