About careerpulse
careerpulse is redefining how modern enterprises gain insight into their most critical systems. Our observability platform is engineered for the containerized, cloud‑native world, delivering real‑time telemetry that cuts data volumes by up to 60% and frees developers to focus on building value instead of chasing logs. By transforming logs at the source with a Fluent Bit‑based pipeline and routing them to any destination without lock‑in, we empower customers to reduce complexity, optimize costs, and remediate incidents faster than ever before.
Trusted by some of the world’s most innovative brands, careerpulse is recognized as a leader by major analyst firms. Our mission is simple: give teams the clarity they need to run resilient, high‑performance applications while keeping operational overhead to a minimum.
About the Role
As a Senior Customer Support Engineer on our Customer Success team, you will be the first line of defense for our customers’ technical challenges. You’ll partner closely with clients to diagnose, troubleshoot, and resolve complex issues, while collaborating with internal account managers, product, and engineering to drive lasting solutions. Your work will directly influence customer satisfaction, product improvement, and the overall success of careerpulse’s mission.
Key Responsibilities
- Customer Advocacy – Serve as the primary technical liaison for a portfolio of enterprise customers, building trust through timely, empathetic communication.
- Issue Diagnosis & Resolution – Investigate and resolve high‑impact incidents, from configuration errors to bugs, ensuring root causes are identified and addressed.
- Cross‑Functional Collaboration – Work hand‑in‑hand with Customer Success Managers (CSMs), Account Specialists (AS), engineering, and product teams to orchestrate fixes and feature enhancements.
- Documentation & Knowledge Sharing – Author clear, actionable knowledge‑base articles, troubleshooting guides, and internal playbooks that empower both customers and teammates.
- Process Improvement – Identify recurring pain points, propose automation or tooling enhancements, and champion best practices across the support organization.
- Metrics & Reporting – Track key performance indicators such as MTTR, first‑contact resolution, and customer satisfaction scores, and use data to drive continuous improvement.
- Mentorship & Leadership – Mentor junior support engineers, share expertise, and help shape the next generation of careerpulse support talent.
Essential Qualifications
- 5+ years of experience in an engineering or technical support role, preferably within SaaS or cloud‑native environments.
- Hands‑on experience troubleshooting Kubernetes clusters, Terraform deployments, and Prometheus monitoring stacks.
- Strong technical foundation in Linux, cloud providers (AWS, GCP, Azure), networking fundamentals, and shell scripting.
- Proficiency in coding and software development life cycles (SDLC), enabling you to understand and contribute to careerpulse’s product roadmap.
- Excellent written and verbal communication skills, with the ability to translate complex technical concepts into clear, actionable guidance for customers.
- Demonstrated analytical and problem‑solving abilities, coupled with a customer‑first mindset and a passion for delivering high‑quality support.
- Self‑motivated, able to thrive in an interrupt‑driven, remote work environment while maintaining ownership of high‑priority cases.
Preferred Qualifications
- Bachelor’s degree in Computer Science, Engineering, or a related field; alternatively, a proven track record in a code‑heavy role can substitute for formal education.
- Professional cloud certifications (AWS Certified Solutions Architect, Azure Administrator, GCP Professional Cloud Architect).
- Experience with modern programming languages (Go, Python, Rust) and familiarity with container runtimes beyond Docker.
- Prior exposure to observability or log‑management platforms, and a deep understanding of telemetry pipelines.
- Experience building or maintaining internal tooling, dashboards, or automation scripts to streamline support workflows.
Skills & Competencies
- Technical Expertise – Kubernetes, Terraform, Prometheus, Fluent Bit, Linux, Cloud (AWS/GCP/Azure), Networking, Shell, SDLC.
- Problem‑Solving – Ability to dissect complex issues, identify root causes, and devise effective, scalable solutions.
- Communication – Clear, concise, and empathetic communication with customers, teammates, and stakeholders.
- Collaboration – Proven track record of working cross‑functionally with engineering, product, and account teams.
- Ownership – Takes full responsibility for customer cases, from initial triage to final resolution.
- Continuous Learning – Eager to stay current with industry trends, new technologies, and best practices in observability.
- Adaptability – Comfortable in a fast‑paced, remote environment with shifting priorities and high customer impact.
Career Growth & Learning Opportunities
At careerpulse, your career path is designed to evolve with your ambitions. As a Senior Customer Support Engineer, you’ll have the chance to:
- Lead high‑visibility projects that shape careerpulse’s product roadmap.
- Transition into specialized roles such as Observability Engineer, Product Support Lead, or Customer Success Manager.
- Earn industry certifications and attend conferences, workshops, and internal training sessions.
- Participate in hackathons, internal innovation challenges, and cross‑team initiatives that foster creativity and ownership.
- Receive mentorship from senior leaders and peers, ensuring continuous professional development.
Work Environment & Company Culture
careerpulse champions a culture of transparency, collaboration, and inclusion. Our remote-first model empowers you to work from the UK, Netherlands, or Denmark while staying connected through:
- Weekly all‑hands meetings that keep everyone aligned on vision and progress.
- Dedicated Slack channels for real‑time support, knowledge sharing, and social connection.
- Regular “Ask Me Anything” sessions with founders and product leaders.
- Annual retreats and virtual team‑building events that reinforce camaraderie.
We celebrate diverse perspectives and encourage every team member to challenge the status quo. Your ideas will be heard, and your contributions will directly influence careerpulse’s success.
Compensation & Perks
While specific figures vary by role and location, careerpulse offers:
Apply Now