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Description
About The Position
Coralogix is a modern, full-stack observability platform transforming how businesses process and understand their data. Our unique architecture powers in-stream analytics without reliance on expensive indexing or hot storage. We specialize in comprehensive monitoring of logs, metrics, traces, and security events with features such as APM, RUM, SIEM, Kubernetes monitoring and more, all enhancing operational efficiency and reducing observability spend by up to 70%.
As the Technical Support Engineer (TSE) Team Lead in APAC, you will lead a team dedicated to delivering exceptional technical support to our global customer base. You will be responsible for guiding your team through technical challenges, mentoring engineers, streamlining operational workflows, and ensuring customer satisfaction across all support interactions. This role requires deep technical knowledge in observability and cloud systems, a passion for customer success, and strong leadership and coaching skills.
Key Responsibilities
- Leadership & Team Development: Lead and mentor the APAC TSE team to deliver high-quality support; track KPIs like CSAT, response, and resolution times; foster a collaborative, growth-oriented environment.
- Technical Oversight & Escalation: Manage complex technical escalations, guide the team in troubleshooting, and ensure high standards for customer interactions.
- Operational Efficiency: Optimize support workflows, implement tools and processes to boost team efficiency, and drive continuous improvement.
- Customer Satisfaction: Maintain a professional, solution-oriented approach to customer interactions; work with TAMs, AMs, and Product teams to enhance the support experience.
- Training & Enablement: Develop and implement onboarding and continuous learning programs to ensure team expertise and alignment with best practices.
Requirements
- Technical Expertise
- 8+ years in technical support, DevOps, or customer-facing engineering roles.
- Background in Cloud DevOps: AWS (EC2, EKS, ECS, Lambda, CloudFormation), Azure, or GCP.
- Experience with observability and monitoring tools such as Kibana, Grafana, Prometheus, Datadog, Splunk, or similar.
- Hands-on knowledge of Kubernetes, Docker, and containerized troubleshooting.
- Strong familiarity with ELK stack, regular expressions, Lucene, or PromQL is a big advantage.
- Experienced leader in SaaS/B2B support, skilled in guiding global teams, managing incidents, and delivering exceptional customer experiences under pressure.
- Data-driven and detail-oriented, with a strong grasp of KPIs and analytics to optimize performance, enhance processes, and drive product improvements
- Effective communicator with experience collaborating across technical and non-technical teams, including Product, Engineering, and Sales
