{"schemaVersion":"jobsearcher.job.v1","id":"98e6529ec4e4767478a679b4","url":"https://jobsearcher.com/jobs/98e6529ec4e4767478a679b4","canonicalUrl":"https://jobsearcher.com/jobs/98e6529ec4e4767478a679b4","title":"Remote Future Openings - SRE Support Engineer - Observability","description":"SRE Support Engineer - ObservabilityWhile this position is not currently open, we are interviewing strong candidates for upcoming opportunities on this team.Location: Remote | Time Zone: (US, Canada, Brazil, Chile, Colombia, Mexico) (8AM–5PM Pacific)Freedom to grow. Power to deliver. Virtasant is a global technology services company delivering large-scale cloud, data, and engineering solutions across 130+ countries. We partner with some of the world’s largest organizations to help them build, operate, and scale internal platforms used by tens of thousands of engineers.For this role, you will be supporting one of the most advanced internal developer platforms in the world, powering products used by hundreds of millions of people. The problems you will solve are deep, complex, and essential to keeping a global-scale organization moving.Role OverviewThe Observability & Tools Support Engineer provides high-impact technical support for customers of a large technology company’s internal IaaS platform, with a focus on monitoring, alerting, telemetry, and operational tooling.This role spans a wide range of support—from white-glove onboarding and end-to-end customer enablement, to deep technical troubleshooting across Linux, networking, and observability systems (especially Prometheus and AlertManager). You will also contribute to improving the support function itself: strengthening tooling, documentation, workflows, and feedback loops so the service scales.Success depends on excellent troubleshooting, strong written communication, comfort working with highly technical customers, and the maturity to identify patterns and drive operational improvements beyond individual ticket resolution.Business OutcomeBecome a trusted frontline expert for the customer’s observability ecosystem and operational tooling - delivering fast, accurate support across Slack and tickets, improving monitoring reliability, and reducing incident impact through better triage, troubleshooting, onboarding, and knowledge capture.Success MeasuresHealthy volume of threads and tickets handled with high-quality outcomesConsistent achievement of time-based SLAsHigh customer satisfaction through surveysAccurate classification of issue type, severity, and recurring patternsReduced repeat issues through better docs, tooling, and scalable onboardingWhat Will Be True When You SucceedCustomers can onboard smoothly to monitoring/alerting with minimal frictionMonitoring and alerting issues are resolved quickly, with fewer escalationsLinux and networking-related incidents reach resolution faster due to strong troubleshooting and clean handoffsEngineering and SRE teams receive clear, actionable feedback based on real customer trendsKnowledge base content prevents tickets and accelerates self-serviceCore Work Units1) Frontline Support for Observability & ToolingManage Slack threads and tickets (roughly 50/50)Handle a broad range of customer support: simple issue resolution through end-to-end onboardingProvide clear, structured guidance to highly technical customersMaintain strong attention to detail while managing multiple interactions in parallel2) Deep-Dive Troubleshooting & Incident SupportTroubleshoot, isolate, and resolve monitoring and alerting issues (especially Prometheus + AlertManager)Troubleshoot complex Linux and networking issues (TCP/IP fundamentals required)Support OpenTelemetry, tracing, and telemetry pipelines, including investigation of gaps in signals and instrumentationDrive incidents to resolution in partnership with Engineering/SRE teams3) Documentation & Knowledge DevelopmentBuild and maintain customer-facing and internal knowledge base articlesCreate informational posts for the community support platformTurn repeated issues into reusable guides, checklists, and onboarding playbooks4) Trend Analysis & Feedback to EngineeringAnalyze and categorize customer interaction trendsProvide accurate, meaningful feedback to Engineering and SRE orgs to improve product/toolingIdentify “top offenders” and propose practical fixes (tooling, docs, process, product)5) Operational Excellence & Continuous ImprovementParticipate in post-mortem reviews and drive follow-through on improvementsContribute meaningfully to team objectives and goals (process, tooling, and service scaling)Bring creativity and discretion to resolve highly complex issues “outside the box”High-Quality Work - what top performance looks likeFrontline SupportMoves smoothly from triage to deeper analysis without losing the customerCommunicates clearly and confidently with technical usersMaintains clean follow-ups and thread hygiene even with high context switchingTroubleshootingRapidly isolates issues across monitoring/alerting configs, Linux runtime behavior, and network connectivityUses structured approaches to incident handling: hypothesis → test → evidence → resolutionProduces high-signal writeups that accelerate downstream resolutionDocumentation & EnablementDocumentation is clear enough that customers avoid opening ticketsOnboarding flows reduce time-to-value and prevent common misconfigurationsCaptures “tribal knowledge” quickly and makes it reusableOperational ExcellenceObsessing over details: correct severity, accurate tagging, clean timelines, strong handoffsSpots patterns early and proactively proposes improvements that scale supportTypical Day / Work Patterns~50% Slack support, ~50% ticket handlingDeep-dive investigations during lower ticket volume periodsDocumentation writing and lightweight tooling/process improvements when patterns emergeWeekly team review of escalations, themes, and operational improvementsHigh rate of context switching and parallel issue managementRequired Skills & Experience (Non-Negotiable)Several years supporting highly scalable applications and web servicesHands-on experience with open-source observability and cloud-native tooling, including:Kubernetes (and container fundamentals)Prometheus and AlertManager troubleshootingOpenTelemetry and distributed tracing conceptsStrong understanding of the Linux operating system (command line, process/network debugging, logs)Good understanding of infrastructure observability principles (signals, alerting strategy, SLO thinking, noise reduction)Good understanding of the TCP/IP suite and practical networking troubleshootingStrong experience troubleshooting ambiguous, multi-layer issuesExcellent analytical capability and strong attention to detailStrong written and verbal communication (clear, structured, customer-friendly)Comfortable working with a very technical customer basePassion for Technical Support and a service mindsetNice-to-HavesExperience improving or supporting internal support tooling or workflows (automation, templates, runbooks)Experience operating at scale in a services environment (pattern detection, KPI/SLA awareness, operational process maturity)Familiarity with Grafana, log aggregation, incident tooling, and production support practicesPrior SRE or platform support experienceMinimum Qualifications3–7+ years in Technical Support Engineering, SRE support, DevOps, Platform Support, or similarDemonstrated experience supporting distributed systems, IaaS, or cloud platformsStrong Linux, troubleshooting, and customer-facing communication backgroundEvidence of documentation, knowledge-base contributions, and process improvement mindsetDisqualifiers: weak Linux fundamentals, inability to troubleshoot systematically, poor written communication, or discomfort supporting highly technical users.What You’ll LoveReal technical problem solving with tangible customer impactA role that blends deep troubleshooting with scaling support via docs, tooling, and processHigh autonomy in a remote-first environmentWhat May Be ChallengingHigh context switching and managing multiple threads in parallelRepeated patterns that require discipline to convert pain into scalable improvementsSupporting high-visibility systems where speed and accuracy matterDifferentiationIndustry: Remote-first, trust-based culture; global team; autonomy; modern systems; meaningful technical challengesInternal: High-impact, customer-facing observability support; direct influence on tooling and process maturity; opportunity to shape scalable support practices","company":"Virtasant","rawCompany":"virtasant","city":"Millbrae","state":"CA","isRemote":true,"isActive":false,"createdAt":"2026-06-18T05:00:42.216Z","occupations":[{"code":"15-1299.08","title":"Computer Systems Engineers/Architects","slug":"computer-systems-engineers-architects"},{"code":"15-1252.00","title":"Software Developers","slug":"software-developers"},{"code":"15-1244.00","title":"Network and Computer Systems Administrators","slug":"network-and-computer-systems-administrators"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"513210","title":"Software Publishers","slug":"software-publishers"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Remote Future Openings - SRE Support Engineer - Observability","description":"SRE Support Engineer - ObservabilityWhile this position is not currently open, we are interviewing strong candidates for upcoming opportunities on this team.Location: Remote | Time Zone: (US, Canada, Brazil, Chile, Colombia, Mexico) (8AM–5PM Pacific)Freedom to grow. Power to deliver. Virtasant is a global technology services company delivering large-scale cloud, data, and engineering solutions across 130+ countries. We partner with some of the world’s largest organizations to help them build, operate, and scale internal platforms used by tens of thousands of engineers.For this role, you will be supporting one of the most advanced internal developer platforms in the world, powering products used by hundreds of millions of people. The problems you will solve are deep, complex, and essential to keeping a global-scale organization moving.Role OverviewThe Observability & Tools Support Engineer provides high-impact technical support for customers of a large technology company’s internal IaaS platform, with a focus on monitoring, alerting, telemetry, and operational tooling.This role spans a wide range of support—from white-glove onboarding and end-to-end customer enablement, to deep technical troubleshooting across Linux, networking, and observability systems (especially Prometheus and AlertManager). You will also contribute to improving the support function itself: strengthening tooling, documentation, workflows, and feedback loops so the service scales.Success depends on excellent troubleshooting, strong written communication, comfort working with highly technical customers, and the maturity to identify patterns and drive operational improvements beyond individual ticket resolution.Business OutcomeBecome a trusted frontline expert for the customer’s observability ecosystem and operational tooling - delivering fast, accurate support across Slack and tickets, improving monitoring reliability, and reducing incident impact through better triage, troubleshooting, onboarding, and knowledge capture.Success MeasuresHealthy volume of threads and tickets handled with high-quality outcomesConsistent achievement of time-based SLAsHigh customer satisfaction through surveysAccurate classification of issue type, severity, and recurring patternsReduced repeat issues through better docs, tooling, and scalable onboardingWhat Will Be True When You SucceedCustomers can onboard smoothly to monitoring/alerting with minimal frictionMonitoring and alerting issues are resolved quickly, with fewer escalationsLinux and networking-related incidents reach resolution faster due to strong troubleshooting and clean handoffsEngineering and SRE teams receive clear, actionable feedback based on real customer trendsKnowledge base content prevents tickets and accelerates self-serviceCore Work Units1) Frontline Support for Observability & ToolingManage Slack threads and tickets (roughly 50/50)Handle a broad range of customer support: simple issue resolution through end-to-end onboardingProvide clear, structured guidance to highly technical customersMaintain strong attention to detail while managing multiple interactions in parallel2) Deep-Dive Troubleshooting & Incident SupportTroubleshoot, isolate, and resolve monitoring and alerting issues (especially Prometheus + AlertManager)Troubleshoot complex Linux and networking issues (TCP/IP fundamentals required)Support OpenTelemetry, tracing, and telemetry pipelines, including investigation of gaps in signals and instrumentationDrive incidents to resolution in partnership with Engineering/SRE teams3) Documentation & Knowledge DevelopmentBuild and maintain customer-facing and internal knowledge base articlesCreate informational posts for the community support platformTurn repeated issues into reusable guides, checklists, and onboarding playbooks4) Trend Analysis & Feedback to EngineeringAnalyze and categorize customer interaction trendsProvide accurate, meaningful feedback to Engineering and SRE orgs to improve product/toolingIdentify “top offenders” and propose practical fixes (tooling, docs, process, product)5) Operational Excellence & Continuous ImprovementParticipate in post-mortem reviews and drive follow-through on improvementsContribute meaningfully to team objectives and goals (process, tooling, and service scaling)Bring creativity and discretion to resolve highly complex issues “outside the box”High-Quality Work - what top performance looks likeFrontline SupportMoves smoothly from triage to deeper analysis without losing the customerCommunicates clearly and confidently with technical usersMaintains clean follow-ups and thread hygiene even with high context switchingTroubleshootingRapidly isolates issues across monitoring/alerting configs, Linux runtime behavior, and network connectivityUses structured approaches to incident handling: hypothesis → test → evidence → resolutionProduces high-signal writeups that accelerate downstream resolutionDocumentation & EnablementDocumentation is clear enough that customers avoid opening ticketsOnboarding flows reduce time-to-value and prevent common misconfigurationsCaptures “tribal knowledge” quickly and makes it reusableOperational ExcellenceObsessing over details: correct severity, accurate tagging, clean timelines, strong handoffsSpots patterns early and proactively proposes improvements that scale supportTypical Day / Work Patterns~50% Slack support, ~50% ticket handlingDeep-dive investigations during lower ticket volume periodsDocumentation writing and lightweight tooling/process improvements when patterns emergeWeekly team review of escalations, themes, and operational improvementsHigh rate of context switching and parallel issue managementRequired Skills & Experience (Non-Negotiable)Several years supporting highly scalable applications and web servicesHands-on experience with open-source observability and cloud-native tooling, including:Kubernetes (and container fundamentals)Prometheus and AlertManager troubleshootingOpenTelemetry and distributed tracing conceptsStrong understanding of the Linux operating system (command line, process/network debugging, logs)Good understanding of infrastructure observability principles (signals, alerting strategy, SLO thinking, noise reduction)Good understanding of the TCP/IP suite and practical networking troubleshootingStrong experience troubleshooting ambiguous, multi-layer issuesExcellent analytical capability and strong attention to detailStrong written and verbal communication (clear, structured, customer-friendly)Comfortable working with a very technical customer basePassion for Technical Support and a service mindsetNice-to-HavesExperience improving or supporting internal support tooling or workflows (automation, templates, runbooks)Experience operating at scale in a services environment (pattern detection, KPI/SLA awareness, operational process maturity)Familiarity with Grafana, log aggregation, incident tooling, and production support practicesPrior SRE or platform support experienceMinimum Qualifications3–7+ years in Technical Support Engineering, SRE support, DevOps, Platform Support, or similarDemonstrated experience supporting distributed systems, IaaS, or cloud platformsStrong Linux, troubleshooting, and customer-facing communication backgroundEvidence of documentation, knowledge-base contributions, and process improvement mindsetDisqualifiers: weak Linux fundamentals, inability to troubleshoot systematically, poor written communication, or discomfort supporting highly technical users.What You’ll LoveReal technical problem solving with tangible customer impactA role that blends deep troubleshooting with scaling support via docs, tooling, and processHigh autonomy in a remote-first environmentWhat May Be ChallengingHigh context switching and managing multiple threads in parallelRepeated patterns that require discipline to convert pain into scalable improvementsSupporting high-visibility systems where speed and accuracy matterDifferentiationIndustry: Remote-first, trust-based culture; global team; autonomy; modern systems; meaningful technical challengesInternal: High-impact, customer-facing observability support; direct influence on tooling and process maturity; opportunity to shape scalable support practices","datePosted":"2026-06-18T05:00:42.216Z","dateModified":"2026-06-18T05:00:42.216Z","hiringOrganization":{"@type":"Organization","name":"Virtasant","sameAs":"https://jobsearcher.com"},"jobLocationType":"TELECOMMUTE","applicantLocationRequirements":{"@type":"Country","name":"US"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Millbrae","addressRegion":"CA","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"98e6529ec4e4767478a679b4"},"url":"https://jobsearcher.com/jobs/98e6529ec4e4767478a679b4"}}