About the Role
This role involves diagnosing and resolving technical issues reported by customers, contributing to product documentation, and collaborating with engineering teams to improve system reliability and customer experience.
Responsibilities
- Respond to customer inquiries about product functionality and configuration
- Diagnose and troubleshoot technical problems using logs and diagnostic tools
- Escalate complex engineering issues to the appropriate development teams
- Document solutions and contribute to internal and public knowledge bases
- Monitor support ticket volume and respond within defined service level agreements
- Collaborate with product teams to communicate customer feedback
- Assist in reproducing reported bugs to validate fixes
- Provide guidance on best practices for product deployment and usage
- Work across time zones to support customers in the EMEA region
- Participate in on-call rotations for critical issue response
- Track and report on recurring technical issues
- Improve support processes to increase resolution efficiency
- Assist with onboarding new customers during initial setup phases
- Verify fixes with customers before closing support cases
- Maintain accurate records of all support interactions
Nice to Have
- Experience supporting developer tools or code intelligence platforms
- Familiarity with observability tools like Prometheus or Grafana
- Knowledge of programming languages such as Go or Python
- Previous work in a customer-facing engineering role
- Exposure to SaaS platforms with large-scale deployments
Compensation
Competitive salary with benefits
Work Arrangement
Remote within EMEA
Team
Part of the global customer support team serving enterprise clients
Why This Role Matters
- Customers rely on timely and accurate support to maintain productivity.
- This role directly impacts customer satisfaction and product trust.
Growth Opportunities
- Opportunities to move into specialized engineering or leadership roles.
- Access to training and professional development resources.
Not available for this position
