L2 Software Support Engineer

BindPlane is seeking a L2 Software Support Engineer to provide advanced technical support to customers implementing their observability pipeline. The role involves troubleshooting complex issues, bridging the gap between customers and the engineering team, and contributing to product quality improvement. They will be a critical part of the customer success team, ensuring successful implementation and utilization of the observability solutions.

Requirements

• 3-5 years of experience in technical support, preferably in enterprise software or observability tools.
• Strong knowledge of cloud platforms (GCP, AWS, or Azure), containerization (Docker, Kubernetes), and virtualization technologies.
• Familiarity with observability concepts and tools including metrics, logs, and traces.
• Strong command-line proficiency in Linux/Unix environments.
• Experience troubleshooting in complex enterprise environments.
• Understanding of networking concepts and common protocols.
• Basic scripting and programming skills.
• Excellent problem-solving abilities and attention to detail.
• Excellent written and verbal communication skills.
• Previous experience with APM platforms such as Splunk, Dynatrace, Oracle Enterprise Manager, New Relic, or Datadog (Preferred).