Technical Support Engineer

Boston, MA, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 06/10/2021
  • Website:
  • Company Address: , Tel Aviv

About is a cloud observability platform for modern engineering teams. The platform consists of three products—Log Management, Infrastructure Monitoring, and Cloud SIEM — that work together to unify the jobs of monitoring, troubleshooting, and security. We empower engineers to deliver better software by offering the world's most popular open-source observability tools in a single, easy to use, and powerful tool purpose-built for monitoring distributed cloud environments.

Job Description

We want to make telemetry data meaningful, together! is a cloud-native observability platform providing unified monitoring, troubleshooting, and security for modern DevOps teams and engineers. We empower engineers to find and resolve production issues faster by offering the world’s most popular and familiar open source monitoring tools–ELK, Grafana, and Jaeger–in a single, easy to use, and powerful tool purpose-built for monitoring distributed cloud environments. Open-source use is growing rapidly and so is   We are looking for a bright Technical Support Engineer to provide enterprise-level technical support to our customers via chat, email and other channels as required.

In this role you will:


  • Take ownership of customer issues reported, see problems through to resolution and escalate irregular events to relevant resources
  • Research, diagnose, troubleshoot and identify solutions to resolve customer issues
  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
  • Provide prompt and accurate feedback to customers
  • Ensure proper recording and closure of all issues
  • Use tools and troubleshooting techniques and exercise good judgment in decision-making in order to routinely deliver exceptional customer support at all times
  • Educate and assist other departments within regarding systems, tools, processes, and customers’ requests resolution
  • Establish and maintain customer loyalty by serving customers above and beyond their expectations
  • Expand documentation in the form of knowledge base tech notes and articles


You must have:


  • At least 2 years of experience in technical support
  • Bachelor's degree 
  • Knowledge in Linux systems and utilities. Scripting is a big plus!
  • Ability to drive technical projects through creative and innovative initiatives
  • Excellent communication skills and the ability to interact effectively with technical personnel
  • Self-motivated, proactive approach and ability to work well as a team
  • Strong problem-solving skills and a knack for troubleshooting
  • Work experience in enterprise technical support – Big plus
  • Attention to detail, highly organized, with an absolute focus on quality of work
  • Understand the user experience and the tools they interface with

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.