Support Engineer - Integrations - Observe, Inc.

Support Engineer - Integrations

San Mateo, CA Engineering Full Time On-Site
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 Job Summary:
As an Integrations Support Engineer, you will be a crucial member of our product specialist team, specializing in Level 3 technical support assisting sales engineers and customers with collecting and shipping observability data to our platform. Your primary focus will be on troubleshooting, providing technical guidance, and ensuring seamless integration experiences for our customers.

 Key Responsibilities:
- Integration Support: Assist sales engineers with customer poc’s and onboarding helping them to plan and troubleshoot ingestion of data from multiple cloud, SaaS and other sources.   Troubleshoot integration issues, identify root causes, and provide effective resolutions.Collaborate with cross-functional teams, including developers and product managers, to address complex integration challenges.
- Customer Communication: Act as a point of contact for customers with integration-related inquiries or concerns.Communicate effectively with customers to gather information about integration requirements and challenges.Provide clear and concise instructions, documentation, and guidance to customers on integration processes.
- Technical Troubleshooting: Analyze logs, error messages, and other diagnostic information to diagnose and resolve integration issues.Work closely with the development team to escalate and prioritize issues that require code-level solutions.Document troubleshooting steps and resolutions for future reference.
- Testing and Validation: Develop and execute test plans for integrations to ensure compatibility and reliability.Perform validation testing to confirm that integrations meet customer requirements and specifications.Research integrations for new sources.
- Documentation: Create and maintain documentation related to integration processes, troubleshooting steps, and best practices.Contribute to the development of knowledge base articles and FAQs for common integration issues.
Bachelor’s degree in Computer Science, Information Technology, or a related field or 5 years experience in a similar role.Strong understanding of cloud-based services (e.g., AWS, Azure, GCP).Proven experience in a technical support role, with a focus on integrations.Ability to quickly learn and understand new technologies.Strong understanding of API technologies, protocols, and data formats.Familiarity with authentication and authorization mechanisms (OAuth, API keys).Familiarity with Linux and Windows OS.Experience with troubleshooting tools and methodologies.Excellent problem-solving and analytical skills.Strong communication skills, both written and verbal.

 Preferred Skills:
Experience with K8s, popular integration platforms and middleware solutions.Familiarity with open source agents such as Open Telemetry, Fluent Bit, and other log and metric exporters.Familiarity with data modeling concepts.Knowledge of scripting languages (e.g., Python, JavaScript) for automation and customization.Familiarity with version control systems (e.g., Git).Previous experience in software development or scripting for automation.Terraform, Chef, Ansible or other IaC dsl.Ops or SRE experience.
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