Customer Support Engineer

Position Overview:

We are seeking a proactive and technically-driven Customer Experience Engineer to join our team. In this role, you will be a key driver of our "Engineering-First" strategy, moving beyond traditional support to ensure long term technical success. You will be responsible for providing deep-dive technical assistance, ensuring customer issues are resolved within time-bound SLAs. This role requires a strong understanding of application technical support, Linux, networking, and the ability to automate solutions within complex virtual environments.

Role & Responsibility:

The Customer Experience Engineer is expected to own the technical lifecycle of our customers and: Provide advanced technical support and resolve complex issues.

Monitor and optimize platform performance to ensure customer SLAs are consistently met or exceeded.

Identify repetitive technical hurdles and develop automation scripts to streamline resolution processes.

Perform deep-dive Root Cause Analysis (RCA) and document findings to influence product improvements and R&D roadmaps.

Act as a technical consultant to ensure customer satisfaction and identify opportunities for technical optimization.

Foster a healthy, progressive environment by sharing technical insights and process improvements with the broader team.

Skills and Qualifications:

Proven experience in Application Technical Support within the ITSM, ITAM, NMS, or Observability domains.

Strong hands-on experience with Linux administration, Networking, and Virtual Environments.

Ability to analyze log files, database queries, and network traffic using Linux and Windows commands to pinpoint issues.

Proficiency in scripting (e.g., Python, Bash) and working with REST APIs to integrate systems.

Strong verbal and written communication skills to translate complex technical concepts for stakeholders.

A positive attitude with a focus on analytical problem-solving and proactive "wartime" execution.

Preferred Qualifications (Nice to Have):

Certifications: RedHat, Database, or Microsoft Administration.

Experience managing complex SLAs and critical escalations in a product-based environment.

Experience working with Relational and Time Series databases.