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.

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