Customer Support Engineer (SaaS)

TL;DR

Customer Support Engineer (SaaS): Resolving technical issues for customers using an observability platform, building relationships with customer teams and internal stakeholders with an accent on quickly understanding urgency and driving issue resolution. Focus on identifying reproducible examples and collaborating with engineering to isolate and fix problems.

Location: Remote, but must be located in UK, Netherlands, or Denmark

Company

hirify.global is the observability platform built for control in the modern, containerized world.

What you will do

• Resolve difficult technical problems while working closely with customers.
• Document and present creative solutions to customers and internal teams.
• Own issues and ensure they get resolved, organizing whatever resources are needed.
• Categorize issues as misunderstandings, configuration problems, bugs, or feature requests.
• Collaborate directly with the engineering team to isolate and fix problems and also identify areas of improvement to better serve customer’s needs.
• Contribute to documentation and knowledge base articles.

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.

Nice to have

• 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.

Culture & Benefits

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