Customer Support Engineer Remote US/Canada All positions Engineering

Observo; Canada; Remote; CAD 60,000 - 100,000; Full time

Job summary

Join a fast-growing, innovative company as a Customer Support Engineer, where you will be the first point of contact for technical support. In this role, you will troubleshoot issues, provide guidance, and collaborate with engineering teams to resolve complex technical problems. Your efforts will directly impact customer satisfaction and success, making this a rewarding opportunity for those passionate about helping others. With a commitment to fostering a collaborative work environment and offering competitive benefits, this position is perfect for motivated individuals eager to grow their careers in a dynamic setting.

Benefits

Competitive salary and benefits package

Opportunities for career growth

Collaborative work environment

Competitive stock option package

Flexibility with remote work options

Qualifications

• 2+ years in technical support or customer support engineering, preferably in SaaS.
• Strong troubleshooting skills for software, APIs, and cloud infrastructure.

Responsibilities

• Provide first-line technical support via email, chat, and phone.
• Troubleshoot technical problems related to telemetry data pipelines and cloud services.

Skills

Problem-solving skills

Technical support

Communication skills

Education

Bachelor’s degree in Computer Science

Tools

Jira

Zendesk

AWS

Azure

Google Cloud

Job description

Observo AI has pioneered an AI-powered telemetry data pipeline that can extract the most important security data from any source, parse and transform it into the right format, automatically detect and mask sensitive data, and route it to the analytics platform with the most value. By reducing noisy data volume by 80% or more, we can typically help reduce the total cost of security by as much as 50%. We shift analytics “left” into the telemetry stream to surface anomalies before all of the data is indexed in a SIEM or logging tool so DevOps and Security teams can focus on the most critical incidents before they spiral into costly problems. This helps teams detect and resolve critical incidents 40% faster. Join our team to make an impact with a fast-growing, innovative company committed to driving success for our customers.

Position Overview

We are seeking a proactive Customer Support Engineer to join our team and help customers successfully adopt and utilize Observo AI’s products. As the first point of contact for technical support, you will troubleshoot issues, provide guidance, and ensure that our customers can fully leverage our solutions. This role involves working closely with our engineering and product teams to resolve complex technical issues and deliver excellent customer service.

Key Responsibilities

• Provide first-line technical support to customers via email, chat, and phone, ensuring timely and effective resolution of issues.
• Troubleshoot and resolve technical problems related to Observo AI’s products, including telemetry data pipelines, integrations, and cloud services.
• Work closely with customers to identify root causes of issues and provide workarounds or permanent solutions.
• Escalate critical or complex issues to engineering and product teams, ensuring clear communication and follow-through.
• Create and maintain technical support documentation, FAQs, and knowledge base articles to enhance customer self-service.
• Assist with onboarding and training customers on best practices for using Observo AI’s products.
• Capture customer feedback and insights to share with product and engineering teams to drive improvements.

Qualifications

• 2+ years of experience in a technical support or customer support engineering role, preferably in a SaaS or software environment.
• Strong problem-solving skills with the ability to troubleshoot complex issues related to software, APIs, and cloud infrastructure.
• Excellent communication skills with the ability to explain technical concepts to both technical and non-technical audiences.
• Experience with tools like Jira, Zendesk, or other support ticketing systems.
• Familiarity with cloud platforms such as AWS, Azure, or Google Cloud.
• Ability to work independently in a remote environment, while collaborating with cross-functional teams.

Preferred Qualifications

• Experience in supporting security, observability, or telemetry data products.
• Knowledge of scripting languages like Python or Bash.
• Knowledge of Linux and Kubernetes and modern cloud infrastructures.
• Bachelor’s degree in Computer Science, Engineering, or a related field.

What We Offer

• Competitive salary and benefits package
• Opportunities for career growth and advancement
• A collaborative and innovative work environment
• Competitive stock option package
• Flexibility with remote work options

How to Apply

If you’re a motivated and resourceful Customer Support Engineer passionate about helping customers succeed, we’d love to hear from you! Please submit your resume and a cover letter outlining your relevant experience and why you’re a great fit for this role at [e-mail].