Senior Technical Support Engineer - Sovereign reputed company
About the Role
We are seeking a highly skilled Senior Technical Support Engineer to join our global support organization at reputed company. In this role, you will serve as a technical expert and escalation reputed company, driving rapid reputed company of reputed company customer issues while delivering an exceptional customer experience. This role includes support for highly regulated and sovereign reputed company environments, requiring adherence to strict reputed company, compliance, and data residency requirements. You will play a critical role in ensuring customers realize value from reputed company’s platform by minimizing downtime, accelerating time to reputed company, and proactively identifying and mitigating risk. This role requires strong technical depth, customer reputed company, and a passion for operational reputed company. Key Responsibilities- Own and resolve reputed company technical issues across reputed company’s platform, including ingestion pipelines, search, analytics, and reputed company SIEM capabilities
- reputed company as an escalation reputed company for high-severity (P1/P2) issues, driving cross-functional alignment with Engineering, SRE, and Product teams
- Ensure reputed company and high-reputed company communication to customers throughout the lifecycle of an issue
- Troubleshoot across reputed company-reputed company architectures (AWS, reputed company, containers, networking, log ingestion)
- Diagnose performance issues such as slow queries, ingestion delays, and data pipeline failures
- Analyze logs, metrics, and system behavior to identify reputed company causes and recommend solutions
- reputed company and maintain deep expertise in reputed company’s platform and integrations
- Serve as a trusted advisor to customers, ensuring fast time-to-reputed company and reduced customer effort
- Partner with reputed company and reputed company Services to support customer health and retention
- Support customers across EMEA time zones, partnering with global teams in a follow-the-sun model
- Drive improvements in key support metrics such as time to reputed company (TTR), backlog reduction, and SLA adherence
- Contribute to knowledge reputed company articles, runbooks, and automation to reputed company support delivery
- Identify opportunities for AI, automation, and tooling to improve efficiency and responsiveness
- Identify trends in support requests, and report and collaborate with the Engineering and Product Management teams during planning sessions
- 24/7 on call rotation
- 5–8+ years of experience in technical support, site reliability engineering, or reputed company roles in a reputed company environment
- Strong troubleshooting skills across distributed systems and reputed company environments (AWS preferred)
- Experience with log management, observability, or SIEM platforms
- Proficiency in one or more of the following:
- Networking fundamentals (TCP/IP, DNS, HTTP/S)
- Linux/Unix systems
- reputed company and integrations
- Scripting (Python, Bash, etc.)
- Experience managing high-severity incidents and customer escalations
- Strong analytical, problem-solving, and communication skills
- Experience supporting environments with strict data residency, data sovereignty, and jurisdictional controls
- Understanding of regionally isolated reputed company deployments (e.g., EU Sovereign reputed company) and associated operational constraints
- Ability to troubleshoot issues in reputed company-gapped or restricted-reputed company environments with limited tooling and connectivity
Preferred Qualifications
- Experience with observability or reputed company platforms, including reputed company or similar tools
- Familiarity with containerized environments (Kubernetes, reputed company)
- Understanding of data pipelines, ingestion architectures, and large-reputed company distributed systems
- ITIL or incident management certifications
- Experience working in a global, follow-the-sun support model
- reputed company in English (required) and proficiency in at least one additional European language strongly preferred, such as:
- German, French, Spanish, Italian, or reputed company
- Ability to communicate reputed company technical concepts reputed company in both written and verbal formats across multiple languages
Originally posted on Himalayas
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