Technical Support Engineer

About Lightrun:

Lightrun is the world’s first developer observability platform. Our revolutionary developer-first approach enables engineering teams to connect to their live applications to continuously identify and tackle critical issues without hotfixes, redeployments, or restarts. By eliminating the need to reproduce bugs locally or issue a new software version for adding new logs or metrics to troubleshoot production issues, Lightrun's customers consistently reduce their MTTR by up to 50-60% and significantly improve development productivity. Issues that used to take 1-2 weeks to mitigate now take our customers on average less than an hour to solve. Lightrun also introduces AI-driven autonomous debugging capabilities, transforming the software development lifecycle (SDLC) by automating root cause analysis and significantly reducing manual intervention. Lightrun empowers our customers' developers by eliminating the need for costly developer lifecycle operations like reproducing locally or issuing a new software version just for adding new logs or metrics. With customers varying from Fortune 500 (including F10 companies) to SMEs and SMBs across multiple verticals, Lightrun is growing rapidly.

Role Overview:

Lightrun is seeking a Technical Support Engineer to join our global support team, providing 24/7 support to our customers. In this role, you will diagnose, troubleshoot, and resolve technical issues efficiently, ensuring high customer satisfaction. You will work with various software stacks, architectures, and cloud environments while following escalation procedures for unresolved issues.

Responsibilities:

• Take ownership of reported customer issues and drive them to resolution.
• Research, diagnose, and troubleshoot system issues, providing effective solutions.
• Follow escalation procedures to route unresolved problems to the appropriate teams.
• Collaborate with technical counterparts to promote product adoption and expansion.
• Advocate for customer needs internally, acting as their technical representative within Lightrun.
• Upgrade Lightrun application for on-prem customers.
• Contribute to the knowledge base by documenting common issues and solutions.
• Prioritize and manage multiple open cases simultaneously, ensuring timely resolution.

Qualifications:

• 3+ years of experience in technical support, technical customer success, or delivery engineering roles.
• Hands-on experience with at least three of the following: AWS, Docker, Kubernetes, Helm.
• Proficiency in at least one programming language: Java, Python, Javascript, or C#.
• Code comprehension skills - ability to read and understand code.
• Experience with logs and monitoring systems: Datadog, Logs.io etc.
• Experience with support tools such as Salesforce, Jira, or similar platforms.
• Strong problem-solving skills and ability to respond quickly to customer requests.
• Excellent communication, customer-facing, and interpersonal skills.
• Ability to adapt and learn new technologies in a fast-paced environment.

Plus Qualifications

• Prior experience in Development, DevOps or Delivery Engineer is a strong advantage.
• Bachelor’s degree in Computer Science, Information Technology, or a related field is preferred.

Check out our culture: https://www.instagram.com/lightruncommunity/