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Technical Support Engineer

A bit about Scalyr

Scalyr’s mission is to build the best tool for engineers to understand their operational systems. Our CEO, Steve Newman, cofounded Writely (aka Google Docs). Frustrated by the fact that visibility tools - even Google’s in-house tools - weren’t keeping up, he started Scalyr to build a better solution. It’s lightning fast, feature-rich, and customers love it. The opportunity in front of us is huge and we are still in the very early days. This is going to be one of those companies where people will look back and say “I wish I’d been there when…” well, this is “when.”  

Your opportunity

This is a great role for a DevOps Engineer, Cloud Ops, or Application Support Engineer who’s looking to get off of pager duty, or for a Tech Support or Customer Success Engineer with operations chops.

Scalyr understands that our customers’ success is our success, and our goal is to have our company stand out for the way we treat our customers. We strive to have , the highest customer satisfaction scores and the lowest churn in the market.

As a Technical Support Engineer, you will be on the front lines of onboarding and supporting our customers, and ultimately ensuring that they have the best possible experience with Scalyr. This is not your typical technical support role. You'll answer questions, solve configuration problems, develop customer-facing tools, and teach our potential and active users how best to use and succeed with Scalyr. The role doesn’t stop there - we are looking for proactive people who will approach the role with an eye toward constantly improving the experiences for all customers by documenting solutions and identifying opportunities to improve the product. Internally, you’ll work closely with our sales, product, and engineering teams to advocate for our customers.

Scalyr - and your hiring manager - are committed to understanding your particular career aspirations and providing you with the technical training, professional development, and career mentorship to put you at the top of your game. Our goal is to give you an excellent experience with a strong product - one on which you look back later as where you were best supported, grew the most, and did your best work.

Your skills

Our customers are highly technical (software and DevOps engineers, CTOs, etc.), so you should be comfortable interacting with folks in those roles. In addition to answering technical questions, you'll dig in at the code level - debugging connectivity issues, writing parsers, building custom scripts, working with EC2 instances, configuring Docker and Kubernetes containers, troubleshooting issues, and setting up dashboards, complex data visualizations, and alerts. This is a highly influential and visible role within Scalyr, and you will be both invited and expected to have a strong voice at the product and marketing tables. You will be expected to be the “voice of the customer” within Scalyr, and educate other employees to elevate the company’s collective customer knowledge and understanding.

You’ll work normal business hours usually. We have a separate DevOps team to handle production issues and pager duty. This is a great opportunity for someone who’s been on call and is looking to normalize their work schedule.

Your specific requirements

  • DevOps or similar operational experience
  • Customer facing experience e.g. technical support, implementation, or technical account management
  • Excellent written and verbal communication skills
  • Strong fluency with regular expressions
  • Experience with UNIX/Linux environments
  • Experience with cloud services
  • Some programming experience
  • Docker and Kubernetes knowledge desirable
  • Demonstrated excellence at problem-solving
  • A quick study, and the ability to apply what you’ve learned in a fast-paced environment 

Your benefits

  • Competitive salary and equity at one of the fastest-growing startups in the market
  • Fully-funded, comprehensive medical, dental, and vision coverage
  • 401K
  • Free lunch
  • Flexible schedule - we all work from home on Wednesdays
  • Unlimited vacations
  • Hikes and “twalks” (talks + walks) are part of our culture
  • Easy-going, low-stress, considerate, and fun office environment
  • Whatever equipment you need to get your job done

Our commitment to diversity

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

And finally...

Scalyr is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Scalyr does not accept unsolicited headhunter and agency resumes. Scalyr will not pay fees to any third-party agency or company that does not have a signed agreement with Scalyr.