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- Tasks: Join our Customer Success team to solve technical issues and build relationships with customers.
- Company: Chronosphere is a leading observability platform trusted by innovative brands like Snap and DoorDash.
- Benefits: Enjoy remote work, flexible time off, competitive salary, health insurance, and stock options.
- Why this job: Be part of a dynamic team that values your authentic self and fosters learning and growth.
- Qualifications: 5+ years in engineering or support, experience with SaaS, Kubernetes, and strong communication skills required.
- Other info: Remote role available for candidates in the UK, Netherlands, or Denmark; diverse perspectives welcomed.
The predicted salary is between 36000 - 60000 £ per year.
ChronosphereChronosphere is the observability platform built for control in the modern, containerized world. Chronosphere empowers customers to focus on the data and insights that matter by reducing data complexity, optimizing costs, and remediating issues faster. The observability platform reduces data volumes and associated costs by 60% on average while saving developers thousands of hours. Chronosphere\’s Fluent Bit-based Telemetry Pipeline optimizes and simplifies observability and security log data. The product transforms logs at the source and routes them to any destination without lock-in.
Recognized as a leader by major analyst firms, Chronosphere is trusted by the world\’s most innovative brands, including Snap, Robinhood, DoorDash, and Zillow. Learn more at Chronosphere.io. Follow at LinkedIn and X.
About the role
You will be a key contributor to our Customer Success team. You\’ll address technical issues encountered by our customers. They will come to you first, and trust you to understand the urgency and get the situation resolved. You will work closely with the customer and build up a relationship with their team. You will work closely with the internal account team (CSA & SA), and when necessary you\’ll involve the internal engineering and product teams.
In This Role You Will
Bring all the diverse and great aspects of your authentic self to work every day.
Work independently and collaboratively in an interrupt driven environment.
Resolve difficult technical problems while working closely with the customer.
Document and present creative solutions to customers and internal teams.
Own issues and ensure they get resolved, organizing whatever resources are needed.
Find reproducible examples based on incomplete information from customers.
Categorize issues as misunderstandings, configuration problems, bugs, or feature requests.
Quickly and correctly decide whether to involve the engineering team.
Collaborate directly with the engineering team to isolate and fix problems and also identify areas of improvement to better serve our customer\’s needs.
Confirm that delivered fixes really address the original concern.
Contribute to documentation and knowledge base articles.
You Must Have
5+ years of experience in an engineering or support related role.
Experience working directly with customers in a technical setting (preferably SaaS).
Customer support experience ideally in the monitoring, observability, or data pipeline space.
Experience with Kubernetes, Terraform, and significant consideration if you also have Prometheus experience.
Technical understanding and experience with: Coding/SDLC, Linux, Cloud providers (AWS, GCP, Azure), Networking, Shell
Strong communication skills both written and verbal.
Strong technical, analytic and problem solving skills that you consistently apply in an empathetic manner.
Desire and ability to learn on your feet.
Nice to Have
BS in computer science or related field, or code school graduate in lieu of direct experience.
AWS, Azure, or GCP Cloud Certification(s).
Modern programming language familiarity and experience.
What you will achieve
In your first 30 days, you\’ll shadow other Support team members. You\’ll learn about our product, our customers, our current support tools, and see a day in the life firsthand.
After 30 days, you\’ll start to take ownership of customer cases, and work with the rest of the Support team to resolve any issues encountered.
After 90 days you will be the primary point of contact for a cross section of customer issues.
Location
Remote, but must be located in UK, Netherlands, or Denmark
Our benefits
Health Insurance Coverage
Flexible Time Off
Competitive Salary
Stock Options
And More
Chronosphere is an equal opportunity employer. You\’re encouraged to apply even if your experience doesn\’t line up exactly with the job description. Your skills, passion, and desire to make a difference will stand out. At Chronosphere, we welcome diverse perspectives and people who think rigorously and aren\’t afraid to challenge the standard. If you need additional accommodations to feel comfortable during your interview process, please email us at talent@chronosphere.io
Before clicking \”Submit Application\”.
To support our Diversity, Equity, and Inclusion (DEI) initiatives, we urge applicants to omit personal identifiers, including names, and any details that explicitly indicate gender or ethnicity from their applications to reduce bias. However, applying through our Applicant Tracking System (ATS) will include identifiable contact information. Although this step is optional, Chronosphere is deeply committed to DEI. We recognize that achieving DEI is an ongoing journey for us as a company, and we believe it begins with our approach to hiring.
Identifying information includes your name, photos, LinkedIn URL, email address, and more.
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Customer Support Engineer - EMEA employer: Chronosphere
Contact Detail:
Chronosphere Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Engineer - EMEA
✨Tip Number 1
Familiarise yourself with Chronosphere's observability platform and its key features. Understanding how their technology reduces data complexity and optimises costs will help you engage in meaningful conversations during interviews.
✨Tip Number 2
Brush up on your technical skills related to Kubernetes, Terraform, and Prometheus. Being able to discuss your hands-on experience with these tools will demonstrate your capability to handle the technical challenges of the role.
✨Tip Number 3
Prepare examples of past customer interactions where you successfully resolved technical issues. Highlighting your problem-solving skills and ability to communicate effectively will show that you're a great fit for the Customer Success team.
✨Tip Number 4
Network with current or former employees of Chronosphere on LinkedIn. Engaging with them can provide insights into the company culture and expectations, which can be invaluable during your interview process.
We think you need these skills to ace Customer Support Engineer - EMEA
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the Customer Support Engineer position. Familiarise yourself with Chronosphere's products and how they relate to customer support.
Tailor Your CV: Highlight your relevant experience in engineering or support roles, especially any direct customer interaction in a technical setting. Emphasise your skills with Kubernetes, Terraform, and any programming languages you know.
Craft a Compelling Cover Letter: Use your cover letter to showcase your problem-solving skills and your ability to communicate effectively. Mention specific examples of how you've resolved technical issues for customers in the past.
Showcase Your Soft Skills: Chronosphere values strong communication and empathy. In your application, provide examples that demonstrate your ability to work collaboratively and independently, as well as your desire to learn and adapt.
How to prepare for a job interview at Chronosphere
✨Show Your Technical Expertise
Make sure to highlight your experience with relevant technologies like Kubernetes, Terraform, and any programming languages you know. Be prepared to discuss specific technical challenges you've faced and how you resolved them.
✨Demonstrate Strong Communication Skills
Since this role involves working closely with customers, it's crucial to showcase your ability to communicate complex technical concepts clearly. Practice explaining technical issues in a way that non-technical stakeholders can understand.
✨Prepare for Problem-Solving Scenarios
Expect to be presented with hypothetical customer issues during the interview. Think through your problem-solving process and be ready to demonstrate how you would approach resolving these issues effectively.
✨Emphasise Your Customer-Centric Approach
Chronosphere values building relationships with customers. Share examples of how you've successfully managed customer expectations and resolved their concerns in previous roles, showcasing your empathy and dedication to customer success.
