Senior Support Engineer in Calyptia


  Remote | Senior | Full time | Customer Support

110 applications
Replies between 2 and 4 days
Last checked 2 days ago
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Requires applying in English
What’s the best thing about working at Calyptia? Easy: the people. We’re curious, creative, diverse, and driven to find purpose in our work, and excited by the joy we get from supporting each other. We build awesome stuff, and we love doing it together. We’re committed to building a company where every individual can bring their full impact and reach their fullest potential. We celebrate success and learn from failure as one team. We foster a better together, aligned, collaboration first workplace by building trust through transparency, integrity, and accountability. Our mission is to build a diverse and inclusive environment where talented people of all cultures, perspectives, backgrounds, races, genders, religions, orientations, abilities, and ages can thrive in a shared community.

About the role

We are seeking a Support Engineer to support our customers’ use of Calyptia products, Open Source projects and help them to get the best experience. You will function as the voice of Calyptia to our customers and partners and operate as a subject matter expert.
Calyptia is an open-source company that focuses on solving Observability challenges for cloud environments. We are the creators and maintainers of Open Source projects Fluentd and Fluent Bit, which are all about logs and metrics processing.
We build Enterprise products, Developer tools, and open-source projects around the Fluent ecosystem. We are a proud member of the Cloud Native Computing Foundation (CNCF).
Fluent Bit is deployed more than 2 million times per day, and the enterprise and specifically Cloud providers like AWS, Google Cloud, and Microsoft Azure depends on this technology. We are taking our open source projects to the Enterprise-grade level, and we have several challenges to solve at scalability and usability levels.
We are a startup, and the responsibilities of this role will be both broad and deep. We’re also moving very quickly, so you’ll need to prioritize effectively and establish processes to ensure we are making the best use of resources to achieve company objectives.
Not all applicants will have skills that match a job description exactly. Calyptia values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Calyptia. We are always looking for people who will bring something new to the team.

Who you are

  • 3+ years in a technical support role, preferably in Enterprise-grade or SaaS company.
  • Great troubleshooting skills.
  • Solid skills in documenting issues and resolutions.
  • Linux advanced user (building from sources, the console is your friend).
  • Eager to learn and share knowledge.
  • Solid experience with Git
  • High competency in communicating complex technical issues to both technical and non-technical audiences via phone or email mediums.
  • Ability to stand in the customer’s shoes and demonstrate dedication to the customer experience.
  • Excellent written and verbal communication skills.
  • Excellence in task prioritization and evaluation of situational urgency.

Core Responsibilities
  • WEAR THE CUSTOMER’S SHOES: Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Calyptia’s Product and Engineering teams.
  • BE INCLUSIVE: Work with our customers' and partners' developers, architects, and support personnel to resolve complex problems with potentially very costly and far-reaching consequences.
  • BE AN OWNER: Collaborate with your teammates and the Calyptia Product and Engineering teams via Slack and create tickets to report reproducible bugs.
  • WRITE IT DOWN: Review and contribute to internal knowledge bases and external technical resources to stay current on industry shifts and standards.
  • Be ready to assist our customers when they need us. From time to time, this position may require working an irregular shift, including the weekends.
  • Support users through Github’s public issues and other means.
  • Actively contribute to project documentation.
  • Triage issues and other requests.
  • Knowledge creation and sharing.
  • Procure users' success.
  • Handle your queue and priorities.
Location and hours
Our work is global, and so is our team. We are a distributed, remote-first team with employees in the US, Costa Rica, Spain, Colombia, Chile, Argentina, India, Nigeria, Japan, Australia, Brazil, the UK, and Turkey.
  • We embrace work-life integration to unify our work, responsibilities, relationships, and leisures into meaningful and well-lived days. Our culture is one of self-accountability. You are trusted to determine how and when you do your best work.
  • You will work on a team with passionate individuals from around the globe. Collaboration at Calyptia regularly requires a flexible schedule.

Nice to have

  • Fluent Bit experience
  • Github platform (issues, PRs, forking, merging, discussions, etc.)
  • Coding skills
  • Open Source experience
  • Kubernetes and other cloud technologies
  • Experience working collaboratively with team members in different geographic locations and time zones.
  • Advanced time management skills, ability to work well under pressure, and proficiency at developing workflows to increase troubleshooting efficiency while still following standard processes and procedures.
  • Ability to influence and build effective working relationships with all levels of the organization.
  • Interest in utilizing customer feedback to identify and drive improvements in our products.

Who we are

  • We are an internationally distributed, multicultural team of intelligent, humble, and driven innovators constantly leveling up personally and professionally.
  • We are curious, tenacious, and resilient. We champion diversity and strive to create conditions that provide everyone with the opportunity to thrive.
  • We move fast, stay aligned, and prioritize connection and growth.

Our values
Not only do we embrace and celebrate the diversity of our customer base, but we also strive for the same in our employees. At Calyptia, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.

Fully remote You can work from anywhere in the world.
Flexible hours Flexible schedule and freedom for attending family needs or personal errands.
Computer provided Calyptia provides a computer for your work.
Vacation over legal Calyptia gives you paid vacations over the legal minimum.
Vacation on birthday Your birthday counts as an extra day of vacation.

Remote work policy

Fully remote

Candidates can reside anywhere in the world.

About Calyptia

Calyptia is a fully distributed company that solve observability challenges for cloud environments. We are the original creators of open source projects Fluentd and Fluent Bit — Calyptia's full profile

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