Sr. Technical Support Engineer

Description:

Falcon LogScale (formerly Humio) is changing the way people think about advanced log management and streaming observability to empower DevOps, ITOps, Security and more. We’ve built a curious, driven, passionate team of people that together define how we’ll achieve our vision. Now we are ready for you: an inspired and attentive Technical Support Engineer with experience providing technical customer support.

What You'll Do:

• Manage queue & tickets in a timely manner, bringing product/domain knowledge for faster resolution.

• Respond to customer emergencies as part of our PagerDuty rotation.

• Assist teammates with troubleshooting, serving as a mentor to junior team members.

• Developing new troubleshooting techniques & processes.

• Contribute to our internal docs and our customer-facing knowledge base.

• Work cross-functionally to diagnose/debug operations-related problems for existing customers.

• Escalate to and resolve issues with the Tier 3, Product, and Engineering teams.

• Assist support leadership in improving the speed and efficacy of our customer operations.

What You'll Need:

• 3+ years of experience providing technical customer support in a B2B SaaS company.

• A demonstrated track record of providing prompt and compassionate customer care, using your well-rounded technical and analytical skills.

• Strong written and verbal communication.

• A deep love of learning and a passion for solving problems.

• Skilled at educating while problem solving.

• Deep empathy for technical and non-technical users.

• Competence at ticket tracking & handling.

• Ability to solve problems using your knowledge of all/some of: Linux systems, command-line navigation & shell scripting, programming languages, logging & orchestration tools.

• A demonstrated ability to work independently.

• An eye for detail and a hunger to master and/or improve the systems you work with everyday.