Customer Support Engineer

Circonus provides Big Data analytics and monitoring for Web-Scale IT. Developed specifically for the requirements of DevOps, the Circonus platform delivers alerts, graphs, dashboards and machine-learning intelligence that help to optimize not just your operations, but also your business.

Circonus is seeking a highly motivated, self-directed individual to join our customer support team as a Customer Support Engineer (CSE). In this role, you’ll provide advanced support to customers dealing with complex issues surrounding the use of Circonus. Your success in this role will be determined by your ability to provide our customers with an exceptionally positive support experience – every time. A deep desire to provide excellent customer service coupled with a strong (and broad) technical background will be imperative. This position is also available for remote work. **About the Job:** * Troubleshoot customer support requests (telephone, web, email), and deliver solutions * Provide on-call support for system outages * Escalate and track issues to Tier 3 (engineering) support * Interface with engineering to develop and test solutions, incorporate field patches into codebase, and test and install new features * Assist product management in developing and prioritizing enhancement lists * Summarize, communicate and escalate customer experiences to management * Actively contribute to community forums * Regularly publish Knowledge Base Solutions

**Requirements** * Advanced Linux Admin skills (3+ years of regular Linux admin duties including shell/scripting) * Excellent communication skills and a positive, customer-centric attitude * Strong problem solving skills * Organized, self-starter with an ability to follow through on issues under minimal supervision * Ability to multi-task and quickly shift contexts **Bonus** * Familiarity with monitoring tools * Prior experience in complex enterprise software support * Intermediate Network Admin skills (2+ years) * Intermediate SQL skills (2+ years) * C, Java, JavaScript, Perl experience