Technical Support Engineer

Role overview Provide advanced technical support to enterprise customers using large-scale telemetry and observability systems. The role combines hands-on troubleshooting with clear customer communication, careful escalation, and knowledge sharing across a distributed support team.

Responsibilities - Investigate customer issues across distributed data environments, identify root causes, and recommend practical fixes. - Support customers and partners through written channels and online meetings, setting clear expectations and tracking each case through resolution. - Reproduce unresolved issues and escalate them to the appropriate technical teams with useful diagnostic details. - Document solutions in technical notes and knowledge resources, and share expertise through team discussions and customer forums. - Contribute product insights from customer escalations and help colleagues improve their support practice. - Participate in standby, on-call, or off-hours coverage as required.

Requirements - Several years of experience supporting distributed or big-data systems; the listing cites 8–15 years. - At least two years of experience with the relevant telemetry products. - Strong troubleshooting and analytical skills, including the ability to investigate complex technical problems. - Practical knowledge of Linux, cloud platforms, networking, APIs, certificates, and big-data storage or processing environments. - Excellent written and verbal communication, with confidence working directly with enterprise customers. - A computer science degree or comparable education or work experience; experience with regular expressions and JavaScript is also requested.

Nice to have - Experience with Windows and tools or platforms such as Splunk, Elastic, Kafka, Kinesis, or other cloud providers.

Benefits and work setup Remote-first work. The listing describes country-dependent compensation and benefits, which may include retirement support, paid leave, remote-office assistance, equity, and wellness programs.