Senior Technical Support Engineer (LogScale)

TL;DR

Senior Technical Support Engineer (LogScale): Managing customer support queues and tickets for advanced log management and streaming observability products with an accent on prompt resolution and troubleshooting complex issues. Focus on developing new troubleshooting techniques, assisting teammates, and improving customer operations.

Location: Remote (Brazil)

Company

hirify.global is a global leader in cybersecurity, providing an advanced AI-native platform to stop breaches and protect modern organizations.

What you will do

• Manage queue and tickets in a timely manner, leveraging product and domain knowledge for faster resolution.
• Manage urgent customer issues as part of the PagerDuty rotation within work hours.
• Assist and mentor junior team members with troubleshooting.
• Develop new troubleshooting techniques and processes.
• Contribute to internal documentation and the customer-facing knowledge base.
• Work cross-functionally to diagnose and debug operations-related problems for existing customers, escalating to Tier 3, Product, and Engineering teams as needed.

Requirements

• 3+ years of experience providing technical customer support in a B2B SaaS company.
• Demonstrated track record of providing prompt and compassionate customer care with strong technical and analytical skills.
• Experience with container orchestration (such as Kubernetes and Ansible).
• Strong written and verbal communication skills.
• Ability to solve problems using knowledge of Linux systems, command-line navigation and shell scripting, programming languages, and logging and orchestration tools.
• Demonstrated ability to work independently.

Nice to have

• Regex familiarity.
• Experience with distributed data stores (such as Kafka) and data shipping services.
• Knowledge of cloud administration, directory servers, and authentication providers.
• Familiarity with virtualization (such as Docker).

Culture & Benefits

• Market-leading compensation and equity awards.
• Comprehensive physical and mental wellness programs.
• Competitive vacation and holidays for recharge.
• Paid parental and adoption leaves.
• Professional development opportunities for all employees.
• Employee Networks, geographic neighborhood groups, and volunteer opportunities.
• Vibrant office culture with world-class amenities.