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Support Engineer

We are looking for a systematic, detail oriented and communicative support engineer who by working with our customer success, engineering and product teams ensures outstanding customer experience. You may be required to support some of our biggest customers through a direct channel of communication.

support engineer jobs klaus

Klaus is a conversation review (QA) platform for customer support teams that makes giving internal feedback easy and systematic.

Our hybrid team with offices in Tallinn has embraced the remote-first mindset from day one. We are growing quickly and are looking for a support engineer to join our engineering team remotely from anywhere between UTC-3 and UTC-5.

This is a full-time remote position.

Responsibilities

  • Work with the customer success team on resolving customers technical issues
  • Debug customer-specific errors, report these to developers, and follow-up on fixes
  • Work with complex SQL queries aiming to help debug our customers’ issues
  • Build internal tools and utilities to solve emergency issues that customers might face
  • Create and improve our documentation and internal runbooks
  • Manage crisis situations in case of feature failures or application downtime

Requirements

  • Knowledge of web-based software internals, we work with technologies like Go, Java, and Python
  • Good understanding of SQL and databases
  • Ability to diagnose and troubleshoot issues based on log and audit information
  • Comfortable with working remotely in English across departments
  • Strong written and spoken communication skills, applicable to customer conversations as well as concise issue descriptions to engineering teams
  • Working knowledge of software version control systems
  • Issue tracking software experience
  • Based between UTC-3 and UTC-5
  • Experience in (technical) CX is a plus
  • Experience in cloud platforms like Google Cloud or AWS is a plus

You are a great fit if you…

  • Have experience working remotely (and loved it)
  • Value working with people you like and respect, even if you can’t see them daily
  • Are great at communicating and collaborating, even asynchronously
  • Know how to keep track of your own tasks and nudge others whenever something looks stuck

What we’re offering:

  • Work in an exciting, rapidly growing startup environment
  • Remote-first culture – work from anywhere with colleagues from 6 different countries
  • Base pay + meaningful stock option package
  • Lots of cat gifs

If this is something for you, send your resume or a link to your LinkedIn profile, or anything else you’re proud of and please add why we should pay extra attention to your application.

Send application