L2 Software Support Engineer

4 days ago

Council of the City of Sydney, Australia Bindplane Full time

About Us

BindPlane is a software startup developing the first observability pipeline built for OpenTelemetry.

We're building powerful open-source solutions used by Fortune 500 companies and small technology companies alike. Our observability solutions help organizations collect, process, and route telemetry data efficiently, integrating with top platforms like Google Cloud Operations Suite, Datadog, and New Relic.

Role Overview

As a Support Engineer at BindPlane, you will be a critical part of our customer success team, working to ensure our customers can effectively implement and utilize our observability pipeline in their complex enterprise environments. You will troubleshoot and resolve challenging technical issues, serving as a bridge between our customers and our engineering team. Your expertise in enterprise IT environments, cloud platforms, and observability technologies will be essential in helping customers successfully deploy and maintain our solutions.

Responsibilities

- 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.

Qualifications

- 3-5 years of experience in technical support, preferably in enterprise software or observability tools.

- Strong knowledge of cloud platforms (GCP, AWS, or Azure), containerization (Docker, Kubernetes), and virtualization technologies.

- Familiarity with observability concepts and tools including metrics, logs, and traces.

- 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.

- Experience troubleshooting in complex enterprise environments.

- Understanding of networking concepts and common protocols.

- Basic scripting and programming skills (Bash, Python, etc.).

- Exceptional problem-solving abilities and attention to detail.

- Excellent written and verbal communication skills.

- 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).

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