Instana is looking for highly motivated individuals to join our Customer Success Team as a Support Engineer. The ideal candidate has software development knowledge and strong interest in cloud native technologies such as Kubernetes and Docker running on AWS, Google Cloud and Azure. The Support Engineer will be working closely with Instana customers who are building and maintaining cutting edge environments in the enterprise space at companies such as Audi, Telekom, REWE, Edmunds and Nielsen. This is a great opportunity for the right person to accelerate their career at the fastest growing Application Performance Management (APM) company focused on delivering the best solution for modern dynamic applications.

Instana’s Support Engineers take pride in helping customers by solving problems and answering questions both large and small. Support Engineers develop a mastery of Instana and use that knowledge to enable customers to overcome problems while sharing best practices. This important role is a hub within the company. Support Engineers take questions, issues, and feedback from users and work with Solution Architects, Product Management and Engineering to continuously improve Instana’s solution. Additionally, Support Engineers are encouraged and provided the opportunity to hone their technical skills and deepen their knowledge.

Areas of Responsibility Include:

  • Respond to customer cases and chats in a timely manner
  • Work closely with Engineering and Operations on resolving escalated cases
  • Educate customers to help them become Instana experts
  • Write knowledge base articles based on customer questions
  • Develop and maintain strong customer relationships

Skills and Experience Needed:

  • Enjoys providing superior customer technical support
  • Collaborative team player with a customer focus and desire to keep learning
  • Experience with cloud infrastructures, Linux, Windows
  • Adapt at network and systems troubleshooting
  • Has working knowledge of kubernetes and docker
  • Basic knowledge of one or more of the following: Java, PHP, Python, Ruby, Node.js
  • Strong written and verbal communication skills
  • BS in Computer Science or equivalent experience