Customer Support Engineer

Remote, United States

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Graylog, Inc.

Graylog is a leading centralized log management solution for capturing, storing, and enabling real-time analysis of terabytes of machine data.

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Graylog is a leading enterprise log management system that enables fast and efficient log analysis in the areas of security, compliance, operations and DevOps. Our enterprise product enables large organizations to capture, store and analyze terabytes of machine data in near-real time, while our open project empowers individuals and small teams to perform basic log consolidation, analysis, and search functions at no cost.
We are a fast growing company with locations in Germany and headquarters in Houston, TX, serving customers all over the world.
At Graylog, you will find a diverse group of experienced professionals who love to have fun while meeting the needs of customers with the best solution and customer service available!

Responsibilities

  • Work closely with customers to support deployment, upgrade, and architectural improvements of Graylog environments.
  • Become an expert on the Graylog platform and create a wealth of knowledge to be shared with internal teams and customers.
  • Serve as a primary point of contact and escalation for inbound customer issues from triage to resolution (Tier I/II/III).  
  • Provide guidance and in-the-moment coaching to team members as necessary
  • Serve as liaison and customer advocate within internal teams.  
  • Act as the voice of the customer and use customer feedback to help Product and Engineering improve the product
  • Act as a subject matter expert for a variety of our products, services, and/or processes
  • Work closely with the Product and Engineering teams to improve the customer experience across the Graylog portfolio of products and services.

Graylog Tech Stack

  • Java, Elasticsearch and MongoDB on Linux
  • ReactJS with TypeScript and modern JavaScript
  • Maven, IntelliJ, Git, GitHub, Jenkins

Requirements

  • Demonstrable experience in customer facing / front-line technical support or solution engineering.  
  • Previous hands on experience with log management tools & analysis software. 
  • Hands-on experience in deployment, configuration, integration and maintenance of distributed computing environments.  
  • Advanced experience in Linux/Unix system administration and application support. 
  • Working knowledge in managing/supporting full application stacks from the OS up through custom applications.   
  • Working knowledge of cloud computing concepts, technologies, and platforms (in particular AWS) Proven ability to be independently productive and a contributing member of dispersed teams.  
  • Experience in managing multiple priorities, commitments, and projects

What It Takes to Be Successful

  • Ability to build and maintain working knowledge and expertise of our products and services
  • A true passion for working with customers in solving challenging problems.
  • Comfortable with ambiguity and ever-changing circumstances while able to exercise sound judgement in decision-making
  • Passion/Energy/Drive to remain up-to-date with the technology relevant for supporting our customers
  • Being motivated, self managing and strong relationship builder
Apply now and you will hear back from us soon.
Job region(s): North America
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