Instana Technical Support Engineer

Introduction

As a Technical Support Engineer, you will participate in a remote technical support for the Instana product.

You will be part of an international team and organisation that is distributed around the globe.

You will act as a global team member contributing to a seamless 24x7 "follow-the-sun" organisation.

You will get to work with customers from everywhere in the world, you will experience different behaviours and attitudes with your customers and your peers, and you will learn to deal with cultural differences.

We process and analyze millions of spans, traces, metrics, and events per second to provide actionable APM intelligence to our rapidly expanding customer base. Joining a multi-functional worldwide team, you will play a significant role in expanding Instana's excellent customer support.

You will find this to be an excellent opportunity to work with the latest technologies and to grow your skills. You will be challenged to never stop learning. We want you to grow for our customers, for our company and for your own career.

Your Role And Responsibilities

• Provide technical assistance to customers, create knowledge base articles, and explore new technologies regularly.
• Troubleshoot different issues that arise with customers' environments.
• Collaborate with all support teams to enhance your expertise and acquire new skills.
• Solving technical issues for customers using the ticketing system and occasionally in a meeting.
• Learn new technologies that will help with the support and personal career growth.
• Write knowledge base articles.
• Ability to manage multiple tasks (cases).
  
  

Required Technical And Professional Expertise

• Linux console (reading logs, navigating through directories, copy/paste folders/files, etc.).
• Docker, or any other containerization technology.
• Base API knowledge.
• Strong analytical thinking and problem-solving skills.
• Fluency in Mandarin Chinese (written and verbal).
  
  

Preferred Technical And Professional Experience

• OOP languages (Java, Python, C#, or similar).
• Kubernetes.
• Cloud technologies (GCP, AWS, Azure).