Technical Support Engineer - Canada

Coralogix, inc.; Canada; Remote; CAD 60,000 - 80,000; Full time

Job summary

An innovative company is seeking a Technical Support Engineer to join their dynamic team in Canada. This remote role is pivotal in ensuring customer satisfaction by addressing technical inquiries and guiding clients through the implementation of their observability platform. The ideal candidate will possess strong Cloud DevOps skills and experience with various observability tools. You'll have the opportunity to work with cutting-edge technology while fostering relationships with customers and advocating for their needs internally. If you're eager to learn and thrive in a collaborative environment, this position offers a chance to make a significant impact in the tech landscape.

Qualifications

• 3+ years in customer-focused roles, preferably in technical support.
• Hands-on experience with ELK stack and cloud services.

Responsibilities

• Act as primary contact for technical issues and customer inquiries.
• Guide customers through onboarding and ensure effective use of services.
• Develop documentation and enhance knowledge base.

Skills

Cloud DevOps

Customer Support

Technical Troubleshooting

Communication Skills

Scripting (Python, Perl, Ruby)

Observability Tools

Kubernetes

Docker

Education

BA/BSc in Computer Science

Tools

AWS

Kibana

Grafana

Datadog

Splunk

Job description

Coralogix is a modern, full-stack observability platform transforming how businesses process and understand their data. Our unique architecture powers in-stream analytics without reliance on expensive indexing or hot storage. We specialize in comprehensive monitoring of logs, metrics, trace and security events with features such as APM, RUM, SIEM, Kubernetes monitoring and more, all enhancing operational efficiency and reducing observability spend by up to 70%.

We are seeking a Technical Support Engineer to become an integral part of our globally experienced team. The Technical Support Engineer position is pivotal, blending deep technical know-how with a strong commitment to customer satisfaction. This role involves assisting Coralogix customers by providing responses to technical inquiries, advising on solution architecture, and facilitating successful implementation and utilization of the Coralogix Platform.

Responsibilities:

• Act as the primary contact for our customers regarding all technical issues.
• Take full responsibility for customer support cases from initiation to resolution, prioritizing customer satisfaction throughout.
• Build relationships and collaborate with technical stakeholders to encourage product adoption and growth.
• Guide and educate customers through the onboarding process and ensure effective ongoing use of our services.
• Represent customer interests internally, serving as their technical advocate within Coralogix.
• Enhance our knowledge base by developing documentation, video tutorials, and standard responses to frequently encountered issues.
• Manage and prioritize multiple issues simultaneously.
• Escalate unresolved issues to relevant internal teams promptly and effectively.

Requirements

• Background knowledge and hands-on practice in Cloud DevOps, specifically experience with AWS (EC2, EKS, ECS, Fargate, Lambda, CloudFormation, Load Balancers, CloudWatch) or the equivalent with Azure and GCP.
• Background knowledge and hands-on practice in Observability, specifically experience working with one or more of the following tools - Kibana, Open-Search, Grafana, Datadog, Sumologic, NewRelic, AppDynamics, Dynatrace, Prometheus, Logz.io, SignalFX, Instana, Splunk, Honeycomb, Jaeger.
• 3+ years of proven experience in customer focus position as a Technical Support Expert / Support Engineer / Customer Success Engineer / Delivery Engineer.
• BA/BSc degree in Computer Science or equivalent experience.
• Excellent communication skills in English.
• Motivation to learn new skills and technologies.
• Great interpersonal and communication skills.
• High availability for fast response to customers.
• Proven work experience with ELK (Elastic-search/Logstash/Kibana) or OpenTelemetry.
• Hands-on experience in Regular Expressions, Lucene, PromQL.
• Hands-on experience with complex troubleshooting of Kubernetes and Docker container.

Advantages

• Scripting skills in one of the following: Python, Perl, Ruby.
• Experience in SAAS B2B software companies.

This is a remote position, open exclusively to candidates based in Canada.

Cultural Fit

We’re seeking candidates who are hungry, humble, and smart. Coralogix fosters a culture of innovation and continuous learning, where team members are encouraged to challenge the status quo and contribute to our shared mission. If you thrive in dynamic environments and are eager to shape the future of observability solutions, we’d love to hear from you.

Coralogix is an equal opportunity employer and encourages applicants from all backgrounds to apply.