Customer Support Engineer

Position Overview:

We are seeking a proactive and technically-driven Customer Experience Engineer to join our team. In this role, you will be a key driver of our Engineering-First strategy, moving beyond traditional support to ensure long term technical success. You will be responsible for providing deep-dive technical assistance, ensuring customer issues are resolved within time-bound SLAs. This role requires a strong understanding of application technical support, Linux, networking, and the ability to automate solutions within complex virtual environments.

Role & Responsibility:

The Customer Experience Engineer is expected to own the technical lifecycle of our customers and: Provide advanced technical support and resolve complex issues.

• Monitor and optimize platform performance to ensure customer SLAs are consistently met or exceeded.

• Identify repetitive technical hurdles and develop automation scripts to streamline resolution processes.

• Perform deep-dive Root Cause Analysis (RCA) and document findings to influence product improvements and R&D roadmaps.

• Act as a technical consultant to ensure customer satisfaction and identify opportunities for technical optimization.

• Foster a healthy, progressive environment by sharing technical insights and process improvements with the broader team.

Skills and Qualifications:

• Proven experience in Application Technical Support within the ITSM, ITAM, NMS, or Observability domains.

• Strong hands-on experience with Linux administration, Networking, and Virtual Environments.

• Ability to analyze log files, database queries, and network traffic using Linux and Windows commands to pinpoint issues.

• Proficiency in scripting (e.g., Python, Bash) and working with REST APIs to integrate systems.

• Strong verbal and written communication skills to translate complex technical concepts for stakeholders.

• A positive attitude with a focus on analytical problem-solving and proactive wartime execution.

Preferred Qualifications (Nice to Have):

• Certifications: RedHat, Database, or Microsoft Administration.

• Experience managing complex SLAs and critical escalations in a product-based environment.

• Experience working with Relational and Time Series databases.