SRE Support Engineer - Observability
Listed on 2025-12-27
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IT/Tech
IT Support, Technical Support, Cybersecurity, Network Security
Role Overview
The Observability & Tools Support Engineer provides high-impact technical support for customers of a large technology company’s internal IaaS platform, with a focus on monitoring, alerting, telemetry, and operational tooling.
This role spans a wide range of support—from white-glove onboarding and end-to-end customer enablement, to deep technical troubleshooting across Linux, networking, and observability systems (especially Prometheus and Alert Manager). You will also contribute to improving the support function itself: strengthening tooling, documentation, workflows, and feedback loops so the service scales.
Success depends on excellent troubleshooting, strong written communication, comfort working with highly technical customers, and the maturity to identify patterns and drive operational improvements beyond individual ticket resolution.
Business OutcomeBecome a trusted frontline expert for the customer’s observability ecosystem and operational tooling - delivering fast, accurate support across Slack and tickets, improving monitoring reliability, and reducing incident impact through better triage, troubleshooting, onboarding, and knowledge capture.
Success Measures- Healthy volume of threads and tickets handled with high-quality outcomes
- Consistent achievement of time-based SLAs
- High customer satisfaction through surveys
- Accurate classification of issue type, severity, and recurring patterns
- Reduced repeat issues through better docs, tooling, and scalable onboarding
- Customers can onboard smoothly to monitoring/alerting with minimal friction
- Monitoring and alerting issues are resolved quickly, with fewer escalations
- Linux and networking-related incidents reach resolution faster due to strong troubleshooting and clean handoffs
- Engineering and SRE teams receive clear, actionable feedback based on real customer trends
- Knowledge base content prevents tickets and accelerates self-service
- Manage Slack threads and tickets (roughly 50/50)
- Handle a broad range of customer support: simple issue resolution through end-to-end onboarding
- Provide clear, structured guidance to highly technical customers
- Maintain strong attention to detail while managing multiple interactions in parallel
- Troubleshoot, isolate, and resolve monitoring and alerting issues (especially Prometheus + Alert Manager)
- Troubleshoot complex Linux and networking issues (TCP/IP fundamentals required)
- Support Open Telemetry, tracing, and telemetry pipelines, including investigation of gaps in signals and instrumentation
- Drive incidents to resolution in partnership with Engineering/SRE teams
- Build and maintain customer-facing and internal knowledge base articles
- Create informational posts for the community support platform
- Turn repeated issues into reusable guides, checklists, and onboarding playbooks
- Analyze and categorize customer interaction trends
- Provide accurate, meaningful feedback to Engineering and SRE orgs to improve product/tooling
- Identify “top offenders” and propose practical fixes (tooling, docs, process, product)
- Participate in post-mortem reviews and drive follow-through on improvements
- Contribute meaningfully to team objectives and goals (process, tooling, and service scaling)
- Bring creativity and discretion to resolve highly complex issues “outside the box”
Frontline Support
- Moves smoothly from triage to deeper analysis without losing the customer
- Communicates clearly and confidently with technical users
- Maintains clean follow-ups and thread hygiene even with high context switching
Troubleshooting
- Rapidly isolates issues across monitoring/alerting configs, Linux runtime behavior, and network connectivity
- Uses structured approaches to incident handling: hypothesis → test → evidence → resolution
- Produces high-signal writeups that accelerate downstream resolution
Documentation & Enablement
- Documentation is clear enough that customers avoid…
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