Customer Support Engineer - EMEA
Customer Support Engineer - EMEA
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Job Description
Chronosphere
Chronosphere is the observability platform built for control in the modern containerized world. Chronosphere empowers customers to focus on the data and insights that matter by reducing data complexity optimizing costs and remediating issues faster. The observability platform reduces data volumes and associated costs by 60% on average while saving developers thousands of hours. Chronospheres Fluent Bit-based Telemetry Pipeline optimizes and simplifies observability and security log data. The product transforms logs at the source and routes them to any destination without lock-in.
Recognized as a leader by major analyst firms Chronosphere is trusted by the worlds most innovative brands including Snap Robinhood DoorDash and Zillow. Learn more at . Follow at LinkedIn and X.
About the role
You will be a key contributor to our Customer Success team. Youll address technical issues encountered by our customers. They will come to you first and trust you to understand the urgency and get the situation resolved. You will work closely with the customer and build up a relationship with their team. You will work closely with the internal account team (CSA & SA) and when necessary youll involve the internal engineering and product teams.
In This Role You Will
Bring all the diverse and great aspects of your authentic self to work every day.
Work independently and collaboratively in an interrupt driven environment.
Resolve difficult technical problems while working closely with the customer.
Document and present creative solutions to customers and internal teams.
Own issues and ensure they get resolved organizing whatever resources are needed.
Find reproducible examples based on incomplete information from customers.
Categorize issues as misunderstandings configuration problems bugs or feature requests.
Quickly and correctly decide whether to involve the engineering team.
Collaborate directly with the engineering team to isolate and fix problems and also identify areas of improvement to better serve our customers needs.
Confirm that delivered fixes really address the original concern.
Contribute 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 youll shadow other Support team members. Youll learn about our product our customers our current support tools and see a day in the life firsthand.
After 30 days youll start to take ownership of customer cases and work with the rest of the Support team to resolve any issues encountered.
After 90 days you will 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
Chronosphere is an equal opportunity employer. Youre encouraged to apply even if your experience doesnt line up exactly with the job description. Your skills passion and desire to make a difference will stand out. At Chronosphere we welcome diverse perspectives and people who think rigorously and arent afraid to challenge the standard. If you need additional accommodations to feel comfortable during your interview process please email us at
Before clicking Submit Application.
To support our Diversity Equity and Inclusion (DEI) initiatives we urge applicants to omit personal identifiers including names and any details that explicitly indicate gender or ethnicity from their applications to reduce bias. However applying through our Applicant Tracking System (ATS) will include identifiable contact information. Although this step is optional Chronosphere is deeply committed to DEI. We recognize that achieving DEI is an ongoing journey for us as a company and we believe it begins with our approach to hiring.
Identifying information includes your name photos LinkedIn URL email address and more.
Employment Type
Full-Time
