Solutions Support Engineer - Observability Expert for Remote Work at Workwarp

Unlock Your Career Potential as a Solutions Support Engineer at Workwarp

Are you a seasoned Solutions Support Engineer with a passion for observability, monitoring, and telemetry? Do you thrive in a fast-paced, dynamic environment where no two challenges are the same? Workwarp, a leader in innovative technology solutions, is seeking a talented individual to join their remote team as a Solutions Support Engineer - Observability. This role offers a unique opportunity to work with cutting-edge technologies, collaborate with cross-functional teams, and drive customer satisfaction.

About Workwarp and the Engineering Support Organization

Workwarp's Engineering Support Organization is the backbone of their productivity engineering efforts, focusing on delivering exceptional support experiences to their developer community. The team is dedicated to resolving customer issues efficiently, improving support tools, and expanding platform product offerings. As a Solutions Support Engineer, you will be an integral part of this organization, working closely with various stakeholders to ensure seamless customer experiences.

The Role: Solutions Support Engineer - Observability

In this critical role, you will be responsible for monitoring and handling customer requests, troubleshooting complex issues, and developing automation tools to improve support efficiency. Your expertise in observability, monitoring, and telemetry will be essential in driving collaboration efforts to reduce product friction and increase usability. You will work closely with product managers and engineers to track and maintain visibility into ongoing issues, communicate customer needs, and prioritize improvements.

Key Responsibilities:

• Monitor and handle customer requests, troubleshooting complex issues in a dynamic environment
• Develop and maintain automation tools and scripts to improve support efficiency and reduce manual effort
• Create and maintain comprehensive technical documentation and knowledge bases to empower customers and internal teams
• Collaborate with cross-functional teams, including product management and engineering, to drive product improvements and prioritize customer needs
• Analyze customer interactions to identify trends, patterns, and areas for improvement, providing actionable insights to stakeholders
• Stay up-to-date with industry trends and emerging technologies, applying this knowledge to improve support processes and tools

Essential Qualifications:

• A minimum of 3 years of professional support or engineering experience, particularly in observability, monitoring, alerting, and telemetry
• Strong understanding and hands-on experience with observability and monitoring tools, such as those used in backend data systems and alerting mechanisms
• Proficiency in working with backend data systems for metrics, logs, and traces, as well as programming languages and frameworks commonly used in this domain (e.g., Java, JavaScript, Spring Boot)
• Excellent problem-solving skills, with the ability to troubleshoot complex issues in a dynamic environment
• Strong collaboration and communication skills, with experience working with cross-functional teams and providing superior customer support
• Passion for creating technical documentation and tutorials, with a deep understanding of what makes an effective knowledge base
• Ability to adapt to new tools and technologies quickly, with a willingness to continuously learn and grow in the field of observability and monitoring
• Strong understanding and practical knowledge of version control tools, particularly GitHub, including branching, merging, pull requests, review processes, and resolving conflicts

Preferred Qualifications:

• Experience building and maintaining mature support infrastructure, with a focus on automation and continuous improvement
• Knowledge of support infrastructure design principles and best practices
• Familiarity with industry trends and emerging technologies in observability and monitoring

What We Offer:

At Workwarp, we are committed to providing a competitive salary and benefits package that recognizes your skills and experience. As a remote team member, you will enjoy the flexibility to work from anywhere, while still being an integral part of our collaborative and dynamic team. Our culture values diversity, inclusion, and continuous learning, providing opportunities for growth and professional development.

Work Environment and Company Culture:

Workwarp is an equal-opportunity employer that celebrates diversity and promotes inclusion. Our remote work environment allows team members to work from anywhere, while still fostering a sense of community and collaboration. We prioritize employee well-being, providing resources and support to help you thrive in your role.

Career Growth Opportunities and Learning Benefits:

As a Solutions Support Engineer at Workwarp, you will have opportunities to grow and develop your skills in a dynamic and innovative environment. Our team is committed to continuous learning, providing training and resources to help you stay up-to-date with industry trends and emerging technologies. You will work closely with cross-functional teams, collaborating on projects and initiatives that drive customer satisfaction and business success.

Compensation and Benefits:

We offer a competitive salary and benefits package that recognizes your skills and experience. While specific details may vary, our compensation package is designed to reward high-performing team members and support their overall well-being.

Join Our Team:

If you are a motivated and experienced Solutions Support Engineer with a passion for observability, monitoring, and telemetry, we encourage you to apply for this exciting opportunity. As a remote team member, you will be an integral part of our collaborative and dynamic team, driving customer satisfaction and business success. Apply now to join our team and unlock your career potential!