Technical Support Engineer

October 20

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Coralogix

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Log analytics • Machine learning algorithms • SaaS • Big data • DevOps

201 - 500

Description

• Coralogix is a modern, full-stack observability platform transforming how businesses process and understand their data. • Our unique architecture powers in-stream analytics without reliance on expensive indexing or hot storage. • We specialize in comprehensive monitoring of logs, metrics, trace and security events with features such as APM, RUM, SIEM, Kubernetes monitoring and more. • We are looking for a Technical Support Engineer to join our highly experienced global team. • The Technical Support Engineer role embodies the critical intersection of technical expertise and a focus on customer satisfaction. • This role is tasked with helping Coralogix customers with giving answers to technical questions, solution architecture, and ensuring successful adoption of the Coralogix Platform. • Serve as our customers’ single point of contact for any tech-related matters. • End to End ownership of customer support case from opening until closure ensuring customer satisfaction. • Establish relationships and engage with technical counterparts to drive product adoption and expansion. • Train and coach customers to a successful onboarding process and ongoing usage. • Advocate internally for customer needs – be the technical voice of the customer within Coralogix. • Contribute to our knowledge base by creating documentation, video tutorials, and predefined answers to common issues. • Prioritize and manage several open issues at one time. • Properly escalate unresolved issues to appropriate internal teams.

Requirements

• Background knowledge and hands-on practice in Cloud DevOps, specifically experience with AWS (EC2, EKS, ECS, Fargate, Lambda, CloudFormation, Load Balancers, CloudWatch) or the equivalent with Azure and GCP • Background knowledge and hands-on practice in Observability, specifically experience working with one or more of the following tools - Kibana, Open-Search, Grafana, Datadog, Sumologic, NewRelic, AppDynamics, Dynatrace, Prometheus, Logz.io, SignalFX, Instana, Splunk, Honeycomb, Jaeger • 5+ years of proven experience in customer focus position as a Technical Support Expert / Support Engineer / Customer Success Engineer / Delivery Engineer • BA/BSc degree in Computer Science or equivalent experience • Excellent customer-facing skills • Excellent communication skills in English • Motivation to learn new skills and technologies • Great interpersonal and communication skills • High availability for fast response to customers • Proven work experience with ELK (Elastic-search/Logstash/Kibana) - BIG Advantage • Hands-on experience in Regular Expressions, Lucene, PromQL - BIG Advantage • Hands-on experience with complex troubleshooting of Kubernetes and Docker container - BIG Advantage • Scripting skills in one of the following: Python, Perl, Ruby - an advantage • Experience in SAAS B2B software companies - an advantage