L2 Software Support Engineer

vor 2 Wochen

Council of the City of Sydney, Österreich Bindplane Vollzeit

L2 Software Support Engineer BindPlane is a software startup developing the first observability pipeline built for OpenTelemetry. We are building powerful open‑source solutions used by Fortune 500 companies and small tech companies alike. About Us BindPlane develops open‑source observability solutions that help organizations collect, process, and route telemetry data efficiently, integrating with Google Cloud Operations Suite, Datadog, New Relic, and other leading platforms. Role Overview As a Support Engineer, you will be a critical part of our customer success team, ensuring customers can effectively implement and utilize our observability pipeline in complex enterprise environments. You will troubleshoot challenging technical issues, act as a bridge between customers and engineering, and use your expertise in enterprise IT, cloud platforms, and observability to help customers deploy and maintain our solutions. Responsibilities Provide advanced technical support for BindPlane products in complex enterprise environments. Troubleshoot and resolve customer issues related to deployment, configuration, and integration. Diagnose problems in diverse IT infrastructures, including containerized environments, Kubernetes, and cloud platforms. Coordinate with Sales, Product, and Engineering teams to address customer challenges. Create and maintain comprehensive documentation for common issues and resolutions. Develop knowledge base articles and troubleshooting guides for the Customer Support Portal. Serve as an escalation point for L1 support, handling more complex technical challenges. Communicate effectively with customers throughout the support process. Identify recurring issues and collaborate with engineering to improve product quality. Requirements 3–5 years of technical support experience, preferably in enterprise software or observability tools (Required). Strong knowledge of cloud platforms (GCP, AWS, Azure), containerization (Docker, Kubernetes), and virtualization technologies (Required). Familiarity with observability concepts and tools, including metrics, logs, and traces (Required). Strong command‑line proficiency in Linux/Unix, log analysis, shell scripting, and working knowledge of Windows environments (Required). Experience troubleshooting in complex enterprise environments (Required). Understanding of networking concepts and common protocols (Required). Basic scripting and programming skills (Bash, Python, etc.) (Required). Exceptional problem‑solving abilities and attention to detail (Required). Excellent written and verbal communication skills (Required). Previous experience with APM platforms such as Splunk, Dynatrace, and Oracle Enterprise APM (Preferred). Prior use of New Relic or Datadog monitoring platforms (Preferred). Experience with log management solutions, microservices architecture, and distributed tracing fundamentals (Preferred). Basic understanding of programming languages and application logic (Preferred). Seniority level Mid‑Senior level Employment type Full‑time Job function Other Industries IT Services and IT Consulting #J-18808-Ljbffr

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