Chronosphere

Customer Support Engineer - EMEA

United Kingdom

Not SpecifiedCompensation
Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
Observability, Software, BiotechnologyIndustries

Job Description

Employment Type: Full-Time Location Type: Remote


Company Information

Chronosphere 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 us on 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

  • First 30 days: Shadow other Support team members. Learn about our product, our customers, our current support tools, and see a day in the life firsthand.
  • After 30 days: Start to take ownership of customer cases, and work with the rest of the Support team to resolve any issues encountered.
  • After 90 days: Become the primary point of contact for a cross-section of customer issues.

Location

Remote, but must be located in UK, Netherlands, or Denmark.


Your Team

  • Reporting to Tom Walker, Head of Customer Support Engineering.

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 are valued.

Skills

Customer Support
Technical Support
Problem Solving
Customer Relationship Management
Issue Resolution
Bug Tracking
Feature Requests
Containerization
Observability
Fluent Bit
Telemetry

Chronosphere

Cloud-native infrastructure and application monitoring

About Chronosphere

Chronosphere offers a platform that helps businesses monitor their cloud-native infrastructure and applications by quickly identifying and resolving issues before they affect customers. The platform filters out unnecessary data, allowing users to focus on critical information, which is especially useful for companies still using outdated monitoring tools. Unlike its competitors, Chronosphere emphasizes reducing observability costs, which can be a major expense for engineering teams, and helps decrease on-call alerts by up to 90%. The company's goal is to improve business efficiency and productivity while providing a strong return on investment.

New York City, New YorkHeadquarters
2019Year Founded
$359.3MTotal Funding
SERIES_CCompany Stage
Data & Analytics, Enterprise SoftwareIndustries
201-500Employees

Benefits

Competitive Salary
Stock Options
Medical, Dental, Vision
Flexible PTO
Training & Career Growth
Flexible Work Enviroment
Commuter Benefits
Free Lunches

Risks

Emerging startups like Marqo increase competition in the observability space.
Integrating Calyptia may pose operational challenges and affect service quality.
Reliance on partnerships like CrowdStrike could risk disruptions in service.

Differentiation

Chronosphere uniquely integrates security features with observability through its CrowdStrike partnership.
The acquisition of Calyptia enhances Chronosphere's data pipeline capabilities for large-scale observability.
Chronosphere's platform reduces on-call pages by up to 90%, improving team productivity.

Upsides

Growing demand for cloud-native solutions boosts Chronosphere's market potential.
AI-driven observability tools enhance Chronosphere's value proposition by predicting and preventing issues.
FinOps practices increase demand for cost-effective observability, aligning with Chronosphere's offerings.

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