Technical Customer Support Specialist

About Us:

ElastiFlow is a fast-growing startup and leader in network observability, specializing in innovative solutions for monitoring the performance, availability, and security of computer networks. Our expertise in leveraging platforms like Elasticsearch, OpenSearch, combined with our focus on network observability technologies spanning devices, cloud resources and containers, enables us to provide superior network observability solutions.

Role:

We are currently seeking a
Technical Customer Support Specialist

to enhance our team. This role is integral to ensuring our clients experience top-tier support and effectively utilize our products.

Key Responsibilities:

• Provide timely and effective technical customer support, addressing inquiries and issues related to ElastiFlow's products via phone, email, and chat.
• Guide customers in the usage of ElastiFlow in conjunction with observability platforms like Elastic, OpenSearch, New Relic, Splunk, etc.
• Collaborate with the engineering and sales teams to troubleshoot and resolve customer challenges.
• Collaborate with product management to identify customer pain points and contribute to ongoing product improvements.
• Document and escalate complex technical issues to ensure a high level of customer satisfaction.
• Create support documentation and knowledge base articles.

Qualifications:

• A passion for helping customers with at least 2 years of experience in customer support, preferably in a technology or network-related field.
• Proven track record of working with AI to minimize support costs while delivering world-class customer support.
• Excellent problem-solving skills with a talent for diagnosing and resolving technical issues.
• Hands-on experience with observability platforms (OTel experience preferred).
• Knowledge of network or Kubernetes observability, specifically in network flows, telemetry (SNMP) or eBPF.
• Ability to work both independently and as part of a team in a dynamic environment.
• Excellent communication skills, both written and verbal.

How to Apply:

Please submit your resume and a cover letter detailing your relevant experience to Darin Layman ). Be sure to include "Technical Customer Support Specialist Application - (Your Name)" in the subject line.

Why Work at ElastiFlow:

Joining ElastiFlow means becoming a vital part of a dynamic team at the forefront of network analytics innovation. We offer a collaborative and supportive work environment, opportunities for professional growth, and the chance to contribute to cutting-edge solutions. At ElastiFlow, we believe in fostering a culture of continuous learning and development, ensuring our team members thrive both personally and professionally. If you're passionate about network analytics, technical customer support, and have experience with Netflow, network engineering, and Elasticsearch or OpenSearch, ElastiFlow is the place for you.

ElastiFlow is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics.