Technical Support Engineer

Boston · Full-time · Entry-level

About The Position

Let’s make machine data meaningful, together! provides the world’s most popular open-source log analysis platform, ELK (Elasticsearch, Logstash and Kibana), as a simple, fast, secure and scalable service on the cloud.

We are looking for a bright Technical Support Engineer to provide enterprise level technical support to our customers via chat, email, phone, and other channels as required.

Recent grads welcomed to apply!


  • Take ownership of customer issues reported, see problems through to resolution and escalate irregular events to relevant resources.
  • Research, diagnose, troubleshoot and identify solutions to resolve customer issues.
  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
  • Provide prompt and accurate feedback to customers.
  • Ensure proper recording and closure of all issues.
  • Use tools and troubleshooting techniques and exercise good judgment in decision-making in order to routinely deliver exceptional customer support at all times.
  • Educate and assist other departments within regarding systems, tools, processes, and customers’ requests resolution.
  • Establish and maintain customer loyalty by serving customers above and beyond their expectations.
  • Create documentation in the form of knowledge base tech notes and articles.


  • At least 1 years of experience in technical support.
  • B.Sc. in Computer Science, Information Technology or equivalent.
  • Knowledge in Linux systems, utilities and scripting.
  • Ability to drive technical projects through creative and innovative initiatives.
  • Excellent communications skills and the ability to interact effectively with technical personnel.
  • Self-motivated, proactive approach and ability to work well with little direct supervision.
  • Strong problem solving skills and a knack for troubleshooting.
  • Work experience in enterprise technical support – a plus.
  • Attention to detail, highly organized, with an absolute focus on quality of work.
  • Understand the user experience and is proficient in the tools that customers interface with.
  • Outstanding oral and written communication skills.


  • Issue Resolution.
  • Customer Experience and Satisfaction.
  • Customer Renewal.

Additional Info:

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