Technical Support Team Lead
San Mateo, CA

Job Description

A bit about Scalyr

Scalyr's mission is to build the best tool for engineers to understand their operational systems. Our CEO, Steve Newman, cofounded Writely (aka Google Docs). Frustrated by the fact that visibility tools - even Google's in-house tools - weren't keeping up, he started Scalyr to build a better solution. It's lightning fast, feature-rich, and customers love it. The opportunity in front of us is huge and we are still in the very early days. This is going to be one of those companies where people will look back and say "I wish I'd been there when…" well, this is "when."

Your opportunity

This is a great role for a Tech Support or Customer Success Engineer with leadership experience and operations chops.

Scalyr understands that our customers' success is our success, and our goal is to have our company stand out for the way we treat our customers. We strive to have the highest customer satisfaction scores and the lowest churn in the market.

As a Technical Support Team Lead, you'll work as a player/coach, supporting our customers as well as leading a team of Technical Support Engineers. This is not your typical technical support role. Our team answers questions, solves configuration problems, develops customer-facing tools, and teaches our potential and active users how best to use and succeed with Scalyr. Each time we solve a customer's problem we are also looking to solve it for the next customer who may encounter it- by documenting solutions and identifying opportunities to improve the product. We are a startup with a bright future and a lot of work to be done in order to achieve scale.

Scalyr - and your hiring manager - are committed to understanding your particular career aspirations and providing you with the technical training, professional development, and career mentorship to put you at the top of your game. Our goal is to give you an excellent experience with a strong product - one on which you look back later as where you were best supported, grew the most, and did your best work.

Your skills

Our customers are highly technical (software and DevOps engineers, CTOs, etc.), so you should be comfortable interacting with folks in those roles. In addition to answering technical questions, you'll dig in at the code level - debugging connectivity issues, writing parsers, building custom scripts, working with EC2 instances, configuring Docker and Kubernetes containers, troubleshooting issues, and setting up dashboards, complex data visualizations, and alerts. As a team lead, you will be responsible for setting priorities for the team, and working to achieve performance targets for customer satisfaction and efficiency. This is a highly influential and visible role within Scalyr, and you will be both invited and expected to have a strong voice at the product and marketing tables. You will be expected to be the "voice of the customer" within Scalyr, and educate other employees to elevate the company's collective customer knowledge and understanding.

You'll work normal business hours usually. We have a separate DevOps team to handle production issues and pager duty.

Your specific requirements

* Team Lead or Manager experience in Technical Support or related areas
* DevOps or similar operational experience
* Customer facing experience e.g. technical support, implementation, or technical account management
* Excellent written and verbal communication skills
* Strong fluency with regular expressions
* Experience with UNIX/Linux environments
* Experience with AWS required; other cloud services a plus
* Some programming experience
* Docker and Kubernetes knowledge desirable
* Demonstrated excellence at problem-solving
* A quick study, and the ability to apply what you've learned in a fast-paced environment

Your benefits

* Competitive salary & equity at a fast growing startup
* Fully funded comprehensive medical, dental, and vision coverage
* 401k
* Free lunch
* Flexible schedule
* Unlimited vacations
* Paid parental leave
* Easy-going, low-stress, considerate and fun office environment
* Whatever equipment you need to get the job done

Our commitment to diversity

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.