Overview

Senior Support Engineer Jobs in Remote at Humio



Title: Senior Support Engineer

Company: Humio

Location: Remote

Salary: $80K — $100K *

Category: Information Technology

Job Description

We are looking for an experienced Senior Support Engineer to help us grow in our ability to service our quickly expanding community of customers. In this role, you’ll be working across support, success, and core engineering to answer technical questions, assist with configuration issues, and diagnose/debug operations-related problems for existing customer installations. Aside from the day to day responsibilities of answering support questions, we will expect you to work on efforts that help us better track customer trends, escalate to and resolve issues with the development teams, and improve the speed and efficacy of our support practices.

Success in this position requires well-rounded technical and analytical skills combined with excellent communication and outsized compassion for the customers and their challenges. We greatly value people with a team-player mentality who can also work independently. We prioritize open, internal communication as we know that oftentimes the best answers are the result of us all working together.

Please note that while this job is remote-friendly,we are only hiring in the US for this role. Fluency in English (written and oral) is required.

Requirements

To be successful in this role, you’ll need to have had meaningful hands-on professional experience with the following technologies:

Linux systems including familiarity with Bash and shell scripting

At least one programming language (Java/Scala preferred, but not required)

Log aggregation services (e.g., Splunk, Sumologic, Logstash, Humio, etc.)

Orchestration tools (e.g., Ansible, Nomad, and Docker)

Ticket tracking (e.g. Zendesk, Freshdesk, Helpscout)

Project management tools (e.g. Jira, Clubhouse, Trello)

The right candidate will also check off many of the things on our experience wish list:

Distributed data stores (e.g., Kafka)

Data shipping services (e.g., Fluentd, Elastic Beats, Syslog, etc.)

Cloud providers (e.g., AWS, GCP, Azure, etc.)

Directory servers and single sign-on providers (e.g., AD/LDAP, Auth0, Okta, etc.)

Container orchestration systems such as Kubernetes

Responsibilities

Help customers solve technical problems and answer questions about product capabilities

Lead customer conversations as a technical expert, where your knowledge and expertise of Humio will allow you to guide implementation and onboard customers

Manage customer support tickets and provide regular updates to open tickets

Develop customer-facing documentation and integration guides

Collaborate closely with various teams, especially core engineering

Occasionally assist with technical documentation

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Valid through: 10/23/2020

 

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