SRE Support Engineer - Observability

Virtasant

7d•Remote

About The Position

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 Overview The 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 Outcome Become 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 Measures Healthy volume of threads and tickets handled with high-quality outcomes Consistent achievement of time-based SLAs High customer satisfaction through surveys Accurate classification of issue type, severity, and recurring patterns Reduced repeat issues through better docs, tooling, and scalable onboarding

Requirements

Several years supporting highly scalable applications and web services
Hands-on experience with open-source observability and cloud-native tooling, including:
Kubernetes (and container fundamentals)
Prometheus and AlertManager troubleshooting
OpenTelemetry and distributed tracing concepts
Strong 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 troubleshooting
Strong experience troubleshooting ambiguous, multi-layer issues
Excellent analytical capability and strong attention to detail
Strong written and verbal communication (clear, structured, customer-friendly)
Comfortable working with a very technical customer base
Passion for Technical Support and a service mindset
3–7+ years in Technical Support Engineering, SRE support, DevOps, Platform Support, or similar
Demonstrated experience supporting distributed systems, IaaS, or cloud platforms
Strong Linux, troubleshooting, and customer-facing communication background
Evidence of documentation, knowledge-base contributions, and process improvement mindset

Nice To Haves

Experience 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 practices
Prior SRE or platform support experience