Customer-Centric Support Specialist

7 days ago

Australia beBeeTechnical Full time $110,000 - $132,000
Technical Support Engineer Job Description

As a Technical Support Engineer at our company, you will join our fast-growing Customer Experience team, supporting a wide range of customers across our Cloud, Enterprise, and Open Source offerings. This role gives you hands-on experience with our full observability stack — including Grafana dashboards, metrics, logs, and traces — and exposure to an array of open-source technologies.

Responsibilities:

  • Debugging customer issues by reproducing them in lab environments (AWS, Azure, GCP, Kubernetes, Docker, and various test data sources)
  • Assisting customers in securing Grafana instances using SSO/SAML
  • Investigating dashboard panel errors and discrepancies to determine root cause
  • Reviewing configuration files (debug logs, JSON, YAML) and providing best practice recommendations
  • Troubleshooting data source and plugin connectivity issues
  • Opening GitHub issues and collaborating with engineering teams to resolve bugs and security vulnerabilities
  • Identifying and solving performance issues related to PromQL, LogQL, alerting, and visualisations
  • Managing support cases via phone, video, email, ticketing systems, and live chat
  • Contributing to internal documentation and sharing knowledge with the wider team
  • Collecting customer feedback and relaying it to Product, Sales, and Customer Success teams
  • Assisting in onboarding new team members and customers

Required Skills and Qualifications:

  • 3+ years in a Technical Support Engineer or similar support role
  • Strong troubleshooting and research capabilities
  • Comfortable performing deep root-cause analysis
  • Proficient in CRM, help desk, and remote support tools
  • Track record of delivering client-focused solutions
  • Foundational knowledge in one or more of the following areas: Observability, Cloud systems administration, Containerisation, DevOps, Logs, metrics, and tracing, Kubernetes, General enterprise open source technology

Benefits:

  • 100% Remote, Global Culture
  • Scaling Organization
  • Transparent Communication
  • Innovation-Driven Environment
  • Open Source Roots
  • Empowered Teams
  • Career Growth Pathways
  • Approachable Leadership
  • Passionate People

Others:

Our Support Engineering team works directly with our end-user customer base to triage and troubleshoot complex issues, in a high-pace, high-volume environment. If you have any relevant Support Engineering experience, please share briefly about your experience.

As part of our commitment to be there for our customers during the weekends as well as during the week, we facilitate this by asking everyone who joins our Support team to work a shift pattern of Tuesday to Saturday or Sunday to Thursday in their early days. We intend to offer everyone the chance to go to perpetual Monday to Friday working in time as the team grows, hopefully within 1 year. Could you commit to this?

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