• Provide first-line technical support to customers via email, chat, and phone, ensuring timely and effective resolution of issues.
• Troubleshoot and resolve technical problems related to Observo AI’s products, including telemetry data pipelines, integrations, and cloud services.
• Work closely with customers to identify root causes of issues and provide workarounds or permanent solutions.
• Escalate critical or complex issues to engineering and product teams, ensuring clear communication and follow-through.
• Create and maintain technical support documentation, FAQs, and knowledge base articles to enhance customer self-service.
• Assist with onboarding and training customers on best practices for using Observo AI’s products.
• Capture customer feedback and insights to share with product and engineering teams to drive improvements.

• 2+ years of experience in a technical support or customer support engineering role, preferably in a SaaS or software environment.
• Strong problem-solving skills with the ability to troubleshoot complex issues related to software, APIs, and cloud infrastructure.
• Excellent communication skills with the ability to explain technical concepts to both technical and non-technical audiences.
• Experience with tools like Jira, Zendesk, or other support ticketing systems.
• Familiarity with cloud platforms such as AWS, Azure, or Google Cloud.
• Ability to work independently in a remote environment, while collaborating with cross-functional teams.

• Experience in supporting security, observability, or telemetry data products.
• Knowledge of scripting languages like Python or Bash.
  Knowledge of Linux and Kubernetes and modern cloud infrastructures.
• Bachelor’s degree in Computer Science, Engineering, or a related field.

• Competitive salary and benefits package
• Opportunities for career growth and advancement
• A collaborative and innovative work environment
• Competitive stock option package
• Flexibility with remote work options

If you’re a motivated and resourceful Customer Support Engineer passionate about helping customers succeed, we’d love to hear from you! Please submit your resume and a cover letter outlining your relevant experience and why you’re a great fit for this role at careers@observo.ai.