Technical Support Engineer

Netdata is looking for a Technical Support Engineer to help our users get the most out of the most advanced real-time health monitoring and performance troubleshooting solution for servers, applications, containers and IoT devices in the world!

This role is a great fit for someone earlier in their technical career who wants to build deep, hands-on expertise with a widely-used open-source monitoring platform. You'll be the friendly, knowledgeable face of Netdata for our users helping them install, configure, and troubleshoot Netdata across a huge range of environments. You don't need years of experience for this role, but you do need curiosity, patience, and a genuine drive to help people solve problems.

Responsibilities

• Become knowledgeable in the Netdata open-source agent and Netdata Cloud.
• Respond to support tickets and help users on GitHub, our community forums, and social channels.
• Help users install, configure, and troubleshoot Netdata agents across operating systems, containers, and Kubernetes environments.
• Diagnose common issues related to metrics collection, alerting, dashboards, and integrations.
• Reproduce reported bugs and document clear, actionable steps for the engineering team.
• Identify gaps in our documentation and help improve help center articles, FAQs, and troubleshooting guides.

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• Relay user feedback to the Product team to help shape the roadmap.
• Escalate complex technical issues to engineering while keeping users informed along the way.

Required experience

• 2+ years of experience in a technical support, help desk, DevOps, or systems administration role (internships and equivalent hands-on experience count).
• Comfortable navigating the Linux command line.
• Basic understanding of networking concepts (ports, DNS, HTTP, etc.).
• Excellent written communication skills, with the ability to explain technical concepts clearly to users with varying levels of expertise.

Preferred experience

• Familiarity with containers (Docker) and/or Kubernetes.
• Familiarity with monitoring/observability tools (Prometheus, Grafana, Datadog, etc.).
• Basic scripting experience (Bash, Python).
• Experience supporting an open-source product or community.
• BA/BS degree in Computer Science or a related field, or equivalent practical experience.

Why join Netdata

• Rare opportunity to deal with the unique challenges and opportunities of a fully distributed workforce.
• We embrace remote work and great work-life balance.
• We are solving hard problems that affect thousands of organizations worldwide.
• We are deeply committed to Open Source and love our community.