Technical Support Engineer

March 18

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Checkmk

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Checkmk is a comprehensive IT monitoring platform that offers both SaaS and self-hosted solutions for monitoring cloud and hybrid infrastructures. It is designed for scalability, supporting a wide range of environments from mid-sized infrastructures to enterprise-level deployments. Checkmk provides over 2,000 vendor-maintained plug-ins for automated data acquisition across servers, networks, and applications, ensuring visibility and performance optimization of IT systems. The platform offers features like auto-discovery, auto-configuration, and detailed analytics with built-in dashboards for effective IT operations management. Checkmk also emphasizes security with features like granular access control and two-factor authentication. It supports integrations with third-party tools like ServiceNow and Jira for streamlined workflows. Ideal for ITOps and DevOps teams, Checkmk helps in maintaining peak IT infrastructure performance through efficient monitoring and alert systems.

IT Monitoring • Open Source • Linux • Python • Infrastructure Monitoring

51 - 200 employees

☁️ SaaS

🏢 Enterprise

🔒 Cybersecurity

📋 Description

•We are looking for Technical Support Engineers (all genders) to join our global Support Team. •Candidates must be based in the US and either be US citizens or hold permanent resident status. •The primary responsibility of Technical Support Engineers is to support our customers and to fulfill customer service level agreements. •Checkmk customers use our ticket system or our user forum to communicate about checkmk software support needs. •This role will be responding to those needs by using an internal ticketing system, prioritizing and addressing issues or by identifying problems that need to be handed over to the development teams. •Act as the point of contact for technical requests from customers and partners •Respond to customer support request in accordance to our Support Service Level Agreement (SLA) in our ticket system (JSD) •Perform remote sessions with customers to resolve issues •Participate in ongoing training and maintain technical expertise of product functionality •Recreate customer environments to reproduce issues and determine solutions •Collaborate with our development team to expedite resolutions and product enhancements •Document solutions, create knowledge and best practices from your daily customer interactions for reuse (Confluence) •Support the customer on installation, migration and configuration of the product

🎯 Requirements

•At least 5 years of experience in Linux (CentOS, Red Hat, Ubuntu, Debian) •At least 5 years of experience in networking/systems technical support •Strong debugging as well as troubleshooting skills •Knowledge of Windows (desktop and/or server operating systems) •Knowledge of Networking Protocols and Technologies •Experience in Scripting (Perl, Shell, Python, PowerShell, etc.) •Experience with automation tools like Vagrant, Ansible, Kubernetes and Containers •Experience with public cloud services such as Azure, AWS or GCP •Experience with monitoring tools, especially Checkmk or Nagios, are a strong plus •Please apply only if you can demonstrate a Distributed Monitoring setup across two sites (central and remote) using the Checkmk Cloud Edition in free mode, as this will be the foundation for the technical challenge.

🏖️ Benefits

•Competitive salaries & 401K matching •Great health benefits, including dental, visual and employer-paid Short & Long-Team Disability Insurance, as well as Life Insurance •We support growing families by offering paid parental leaves, FMLA-equivalent leaves and 20+ days PTO & sick days •Personal budget for trainings and learning •Fully remote or hybrid work-model, mixing remote and in-office work