Job Description
At careerzynith, we're revolutionizing the way organizations approach observability and cloud solutions. Our cutting-edge platform empowers customers to focus on the data and insights that matter, reducing data complexity, optimizing costs, and remediating issues faster. As a key member of our Customer Success team, you'll play a vital role in delivering exceptional support to our customers, ensuring they get the most out of our platform.
- *About careerzynith**
careerzynith is the leading observability platform built for control in the modern, containerized world. Our innovative solution reduces data volumes and associated costs by 60% on average, saving developers thousands of hours. With our Fluent Bit-based Telemetry Pipeline, we optimize and simplify observability and security log data, transforming logs at the source and routing them to any destination without lock-in. Recognized as a leader by major analyst firms, careerzynith is trusted by the world's most innovative brands, including Snap, Robinhood, DoorDash, and Zillow.
- *The Role**
As an Experienced Customer Support Engineer, you'll be the primary point of contact for a cross-section of customer issues, working closely with the customer and internal teams to resolve technical problems and deliver creative solutions. You'll be responsible for:
- Addressing technical issues encountered by our customers, working independently and collaboratively in an interrupt-driven environment
- Documenting and presenting solutions to customers and internal teams
- Owning issues and ensuring they get resolved, organizing resources as needed
- Finding reproducible examples based on incomplete information from customers
- Categorizing issues as misunderstandings, configuration problems, bugs, or feature requests
- Collaborating directly with the engineering team to isolate and fix problems and identify areas of improvement
- Confirming that delivered fixes really address the original concern
- Contributing to documentation and knowledge base articles
- *You Must Have**
- 5+ years of experience in an engineering or support-related role
- Experience working directly with customers in a technical setting (preferably SaaS)
- Customer support experience ideally in the monitoring, observability, or data pipeline space
- Experience with Kubernetes, Terraform, and significant consideration if you also have Prometheus experience
- Technical understanding and experience with: Coding/SDLC, Linux, Cloud providers (AWS, GCP, Azure), Networking, Shell
- Strong communication skills both written and verbal
- Strong technical, analytic, and problem-solving skills that you consistently apply in an empathetic manner
- Desire and ability to learn on your feet
- *Nice to Have**
- BS in computer science or related field, or code school graduate in lieu of direct experience
- AWS, Azure, or GCP Cloud Certification(s)
- Modern programming language familiarity and experience
- *What You Will Achieve**
- In your first 30 days, you'll shadow other Support team members, learning about our product, customers, current support tools, and seeing a day in the life firsthand
- After 30 days, you'll start to take ownership of customer cases, working with the rest of the Support team to resolve any issues encountered
- After 90 days, you'll be the primary point of contact for a cross-section of customer issues
- *Location**
- Remote, but must be located in UK, Netherlands, or Denmark
- *Your Team**
- Reporting to Tom Walker, Head of Customer Support Engineering
- *Our Benefits**
- Health Insurance Coverage
- Flexible Time Off
- Competitive Salary
- Stock Options
- And More
- *Why Join careerzynith?**
- careerzynith is an equal opportunity employer, welcoming diverse perspectives and people who think rigorously and aren't afraid to challenge the standard
- We're committed to Diversity, Equity, and Inclusion (DEI) initiatives, and we urge applicants to omit personal identifiers from their applications to reduce bias
- careerzynith is a company that values learning, growth, and innovation, and we're excited to have you join our team!
- *How to Apply**
If you're passionate about delivering exceptional support and want to be part of a cutting-edge platform that's revolutionizing the way organizations approach observability and cloud solutions, apply now to join our team at careerzynith!
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