Customer Support Engineer

Position Overview: We are seeking a proactive and technically-driven Customer Experience Engineer to join our team. In this role, you will be a key driver of our "Engineering-First" strategy, moving beyond traditional support to ensure long term technical success. You will be responsible for providing deep-dive technical assistance, ensuring customer issues are resolved within time-bound SLAs. This role requires a strong understanding of application technical support, Linux, networking, and the ability to automate solutions within complex virtual environments.Role & Responsibility: The Customer Experience Engineer is expected to own the technical lifecycle of our customers and: Provide advanced technical support and resolve complex issues.

• Monitor and optimize platform performance to ensure customer SLAs are consistently met or exceeded.
• Identify repetitive technical hurdles and develop automation scripts to streamline resolution processes.
• Perform deep-dive Root Cause Analysis (RCA) and document findings to influence product improvements and R&D roadmaps.
• Act as a technical consultant to ensure customer satisfaction and identify opportunities for technical optimization.
• Foster a healthy, progressive environment by sharing technical insights and process improvements with the broader team. Skills and Qualifications:
• Proven experience in Application Technical Support within the ITSM, ITAM, NMS, or Observability domains.
• Strong hands-on experience with Linux administration, Networking, and Virtual Environments.
• Ability to analyze log files, database queries, and network traffic using Linux and Windows commands to pinpoint issues.
• Proficiency in scripting (e.g., Python, Bash) and working with REST APIs to integrate systems.
• Strong verbal and written communication skills to translate complex technical concepts for stakeholders.
• A positive attitude with a focus on analytical problem-solving and proactive "wartime" execution. Preferred Qualifications (Nice to Have):
• Certifications: RedHat, Database, or Microsoft Administration.
• Experience managing complex SLAs and critical escalations in a product-based environment.
• Experience working with Relational and Time Series databases.