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Infrastructure Support Specialist
3 weeks ago
Technical Support Expert Wanted
We're on a mission to empower companies to thrive in an AI-first world by giving them unparalleled insight into their complex systems. Our team of innovators and pioneers is dedicated to shaping the future of observability.
Your Opportunity
As a Technical Support Engineer, you'll have the unique chance to dive deep into our infrastructure products, helping customers navigate through challenging technical issues. We value continuous learning and skill enhancement to ensure we provide top-tier support in the ever-evolving world of infrastructure technology.
Key Responsibilities
- Collaborate across teams to assist in solving complex technical customer problems within our infrastructure product suite.
- Display strong analytical skills and technical troubleshooting abilities to address customer issues effectively.
- Provide outstanding customer service and demonstrate genuine empathy towards customers facing technical difficulties.
- Work closely with our engineering teams to resolve intricate infrastructure-related issues.
- Support customers with installation, configuration, and data exploration requests related to infrastructure technologies.
- Advocate for customer needs by documenting feedback on feature requests and reporting bugs to our Product Organization to enhance the infrastructure component of our platform.
Requirements
- Proven experience delivering superior end-user software support through multiple channels like email, phone, and social media.
- Passionate about customer satisfaction and capable of delighting customers even in challenging situations.
- Experience with building, maintaining, and monitoring servers within an enterprise environment.
- Solid understanding of Linux-based environments, including services, permissions, and file manipulation.
- Knowledgeable about cloud infrastructures and containerization technologies such as Docker and Kubernetes.
- Familiarity with web technologies and cloud hosting services.
- Hands-on experience with automation/configuration management tools such as Ansible, Chef, or Puppet.
Bonus Points
- Experience with additional IaaS platforms.
- Certifications in Java, Python, K8S.
- Prior experience in a DevOps, Software Engineering, or Technical Support role.
- Familiarity with our products.
About Us
We foster a diverse, welcoming and inclusive environment where everyone feels comfortable bringing their best, most authentic selves to work every day. We celebrate our talented team members' different backgrounds and abilities, and recognize the different paths they took to reach us – including nontraditional ones.
Benefits
We offer a flexible workforce model that allows us to work in a variety of workplaces that best support our success, including fully office-based, fully remote, or hybrid.
Equal Employment Opportunity
We believe in empowering all team members to achieve professional and business success. In compliance with applicable law, all persons hired will be required to verify identity and eligibility to work.
