Senior Technical Support Engineer

About Our Client

The organization operates in the observability data industry, addressing challenges related to monitoring and managing large volumes of IT and security data in real time. It provides solutions that deliver enhanced visibility, intelligence, and control over data streams for enterprise customers, including large-scale deployments managed by technical operations professionals.

About the Opportunity

The Senior Technical Support Engineer role focuses on ensuring customer success by delivering high-level technical support for the organization's products. This position is key to resolving complex customer issues, maintaining satisfaction, and contributing to the continuous improvement of product quality through collaboration and knowledge sharing.

Responsibilities

• Develop deep technical expertise in the organization's products
• Provide technical support to enterprise customers through multiple communication channels
• Diagnose, troubleshoot, and resolve customer issues
• Follow procedures for reproducibility and escalate unresolved issues appropriately
• Communicate effectively with customers, managing expectations and documenting cases
• Create and maintain technical knowledge base articles and participate in forums
• Participate in stand-by, on-call, or off-hours duties as required

Requirements

• BS degree in Computer Science or equivalent experience
• Minimum 5 years supporting enterprise customers or working with distributed systems
• Strong troubleshooting, problem-solving, and critical thinking skills
• Excellent client-facing and communication abilities
• Experience with Linux, AWS, Azure, and Networking
• PREFERRED: Experience with observability technologies like Splunk, Elasticsearch, LogStash; Regex and JavaScript knowledge

Pay Range and Compensation Package

Base Salary Range $90,000—$141,000 USD, dependent on geographic location and candidate qualifications
Eligibility for incentive compensation for sales and sales-adjacent roles; participation in corporate bonus program for others

Benefits & Perks

• Health, dental, and vision insurance
• Short-term disability and life insurance
• Paid holidays and paid time off
• Fertility treatment benefit
• 401(k) retirement plan
• Equity participation

Equal Opportunity Statement

Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.