Technical Support Engineer (Remote)

Our client, a fast-growing company specializing in open-source monitoring and observability solutions, is looking for a Technical Support Engineer to join their expanding support team. This role involves troubleshooting technical issues, assisting enterprise customers, and contributing to product improvements. The ideal candidate has a strong background in monitoring, observability, databases, or infrastructure monitoring, and experience providing Tier 2/3/4 technical support.

Location: Fully Remote (Preferred time zone: GMT +0 to GMT +3)
Employment Type: Full-time B2B agreement
Work Arrangement: Flexible hours, with participation in on-call rotations (including occasional weekends).

Key Responsibilities:

• Respond to customer inquiries via email, chat, and forums.
• Troubleshoot and resolve technical issues for enterprise and open-source users.
• Collaborate with engineering, customer success, and solutions teams to improve support processes.
• Maintain and improve the knowledge base for better self-service support.
• Take ownership of customer issues in a fully remote, autonomous work environment.

Essential Skills:

• 3-4+ years of experience as a Tier 2/3/4 Support Engineer (preferably in monitoring/observability).
• Strong troubleshooting skills in software, infrastructure, or database-related issues.
• Basic coding or scripting skills (Go experience is a plus).
• Hands-on experience with Kubernetes (K8s), Docker, and Linux.
• Fluent in English (additional languages are a plus).
• Excellent communication skills with the ability to explain technical concepts clearly.
• A proactive problem solver with a strong sense of urgency and ownership.

Desirable Skills:

• Experience with time-series databases or monitoring tools (e.g., Grafana, Prometheus).
• Familiarity with open-source technologies and community engagement.
• Understanding of IT infrastructure and distributed systems troubleshooting.