Technical Support Engineer

Lightrun shapes the Future of Autonomous Application Remediation—Software That Fixes Itself. As the market leader in Developer Observability, Lightrun is revolutionizing how developers and SREs address high-impact business challenges. We’re shifting from reactive troubleshooting to real-time, AI-driven remediation—minimizing downtime and ensuring mission-critical systems stay operational.

Recognized by Fast Company and G2, and trusted by industry leaders like Citi, SAP, AT&T, ADP, Booking Holdings, Inditex, and more, Lightrun is redefining observability. Join us to build cutting-edge AI-powered solutions, collaborate with world-class engineers, and shape the future of autonomous software.

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.
  
  

• 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.
  
  

• 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.