Senior Customer Support Engineer

Graylog is a leading open source log management system that enables fast and efficient problem analysis in the areas of security, compliance, operations and DevOps. Our enterprise product enables large organizations to capture, store and analyze terabytes of machine data in near-real time.

We are a young, growing company with locations in Germany and the USA.

Are you experienced in operating Linux-based infrastructure? Do you enjoy playing Sherlock Holmes and solving mysteries? Do you enjoy communicating with international customers? Then we are looking for you to join our support team.

Role Responsibilities

- - Problem analysis and solution for the enterprise customers of the Graylog log management system
  - Mail-based communication with international customers
  - Further development of our technical documentation
  - Community support on the forum, IRC and GitHub
  - Check and communicate bugs and feature requests from our users
  - Develop ideas to facilitate future technical support
  - Close cooperation with other support engineers and with our development team in Germany and in the USA

Depending on your interests and abilities, you will optionally take on other tasks, such as:

- Implementation of training and education
- Open Source Contribution: Docker Image, Puppet/Chef/Ansible Roles or similar
- Maintenance of the company infrastructure

Graylog Environment

- Java 8, Elasticsearch and MongoDB on Linux
- Maven, IntelliJ, Git, GitHub, Jenkins

Graylog Opportunities

- A centrally located office in Houston, or option to work remotely
- Paid participation in a successful open source project
- Opportunity to work with a diverse and international team
- A management team with significant technical knowledge and product experience
- Various growth opportunities for creativity, variety and responsibilities
- Flexible working hours in coordination with your support colleagues
- Choice between workstations using Windows, MacOS or Linux

Role Requirements

- Experience in troubleshooting networks and Linux based applications
- Ability to capture and write down technical problems and find solutions to them without accessing the original system
- Interest in current technology trends
- Previous experience as a support engineer, system administrator, software tester or a degree in IT desired, but not required for candidates with demonstrable skills
- Have fun reproducing bugs using your own installation, configuration and creation of mock data
- Customer-oriented thinking
- Experience working effectively with remote teams is a plus. Working remote requires a proactive approach, active inquiry, and effective communication via remote communication tools (text and video chat)
- Willingness to travel overseas to team meetings 3-4 times a year
- Fluent in English

Graylog

Graylog is an open source, centralized log management alternative to Splunk. Graylog captures, stores, and enables real-time search and analysis against terabytes of machine data from any component in the IT infrastructure…for free.

Company profile

Technology we use

Java

MongoDB

Elasticsearch

Jenkins

More jobs in Graylog

Dev+Engineer