Support Engineer

Culture On Camera's client is hiring, and this is your chance to be part of something game-changing! They're a cutting-edge software startup building the first-ever observability pipeline designed for OpenTelemetry. Their powerful open-source tools are trusted by Fortune 500 giants and agile startups alike, helping companies make sense of their telemetry data with seamless integrations into platforms like Google Cloud Operations Suite, Datadog, and New Relic.

As a Support Engineer , you'll be the hero that ensures customers can smoothly implement and optimize this groundbreaking technology in their complex enterprise environments. You won't just be troubleshootingyou'll be solving real-world challenges, working directly with customers, and collaborating with an incredible engineering team to refine solutions.

If you thrive on problem-solving, love working with cutting-edge cloud technologies, and want to be part of a team that's truly making a difference in observability, this is the role for you!

• Provide advanced technical support for BindPlane products in complex enterprise environments
• Troubleshoot and resolve customer issues related to deployment, configuration, and integration
• Work with customers to diagnose problems in diverse IT infrastructures including containerized environments, Kubernetes, and various cloud platforms
• Coordinate with Sales, Product, and Engineering teams to address customer challenges
• Create and maintain comprehensive documentation for common issues and their resolutions
• Develop knowledge base articles and troubleshooting guides for our Customer Support Portal
• Serve as an escalation point for L1 support, tackling more complex technical challenges
• Provide timely and effective communication to customers throughout the support process
• Identify recurring issues and collaborate with engineering to improve product quality

Requirements

• 3-5 years of experience in technical support, preferably in enterprise software or observability tools (Required)
• Strong knowledge of cloud platforms (GCP, AWS, or Azure), containerization (Docker, Kubernetes), and virtualization technologies (Required)
• Familiarity with observability concepts and tools including metrics, logs, and traces (Required)
• Strong command-line proficiency in Linux/Unix environments, with demonstrated ability to troubleshoot system issues through terminal operations, log analysis, and shell scripting, along with working knowledge of Windows environments (Required)
• Experience troubleshooting in complex enterprise environments (Required)
• Understanding of networking concepts and common protocols (Required)
• Basic scripting and programming skills (Bash, Python, etc.) (Required)
• Exceptional problem-solving abilities and attention to detail (Required)
• Excellent written and verbal communication skills (Required)
• Previous experience with APM platforms such as Splunk, Dynatrace, Oracle Enterprise Manager, New Relic, or Datadog (Preferred)
• Working knowledge of monitoring and observability concepts, including metrics collection, log aggregation, and distributed tracing fundamentals (Preferred)
• Experience with log management solutions (Preferred)
• Experience with enterprise application architectures and microservices (Preferred)
• Basic understanding of programming languages and application logic (Preferred)

Benefits

• 401(k) retirement savings plan with employer matching
• Comprehensive health, dental, and vision insurance
• Life insurance coverage
• Employee assistance program for personal and professional support
• Generous paid time off, including vacation, sick leave, and holidays
• Opportunities for professional development and continuous learning