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.