Technical Support Engineer

Provide end-to-end technical support and ownership of customer cases, drive product adoption, onboard and train customers, create knowledge base content, escalate issues to internal teams, and act as the technical advocate for customers. The summary above was generated by AI, The Technical Support Engineer role embodies the critical intersection of technical expertise and a focus on customer satisfaction.

This role is tasked with helping Coralogix customers with giving answers to technical questions, solution architecture, and ensuring successful adoption of the Coralogix Platform.

Responsibilities:

• Serve as our customers' single point of contact for any tech-related matters
• End to End ownership of customer support case from opening until closure ensuring customer satisfaction
• Establish relationships and engage with technical counterparts to drive product adoption and expansion
• Train and coach customers to a successful onboarding process and ongoing usage
• Advocate internally for customer needs - be the technical voice of the customer within Coralogix
• Contribute to our knowledge base by creating documentation, video tutorials, and predefined answers to common issues
• Prioritize and manage several open issues at one time
• Properly escalate unresolved issues to appropriate internal teams

• This role requires the candidate to be located in Pacific time zone due to time zone alignment and regional market focus.
• 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
• 5+ 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 customer-facing skills
• 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) - BIG Advantage
• Hands-on experience in Regular Expressions, Lucene, PromQL - BIG Advantage
• Hands-on experience with complex troubleshooting of Kubernetes and Docker container - BIG Advantage
• Scripting skills in one of the following: Python, Perl, Ruby - an advantage
• Experience in SAAS B2B software companies - an advantage

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.

Compensation and rewards

• The on-target earnings range for this role is $90,000-$120,000. When determining your salary, we consider your experience, skills, education, and work location.
• Our total compensation package includes comprehensive and inclusive employee benefits for healthcare, dental, and mental health benefits, a 401(k) plan and match, paid sick time and paid time off.

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%.