Customer Support Engineer - AU

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. Chronosphere’s 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 world’s most innovative brands, including Snap, Robinhood, DoorDash, and Zillow. Learn more at Chronosphere.io. Follow at LinkedIn and X.

About the role
You will be a key contributor to our Customer Success team. You’ll 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 you’ll 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 customer’s 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).

• Golang familiarity and/or programming experience.

What you will achieve 
In your first 30 days, you'll shadow other Support team members. You'll learn about our product, our customers, our current support tools, and see a day in the life firsthand.

After 30 days, you'll 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

Australia - Melbourne or Sydney

Your team

Reporting to Tom Walker, Head of Customer Support Engineering

Our benefits

• Health Insurance Coverage

• Unlimited Vacation Time

• Competitive Salary

• Stock Options

• And More

Chronosphere is an equal opportunity employer. You're encouraged to apply even if your experience doesn't 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 aren't afraid to challenge the standard. If you need additional accommodations to feel comfortable during your interview process, please email us at [email protected]

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.