Technical Support Engineer

Graylog: Empowering Threat Detection, Investigation, & Response Solutions with Cutting-Edge Technology Graylog specializes in delivering top-notch Threat Detection, Investigation, & Response (TDIR) solutions, backed by our latest addition, the Graylog API security platform. As a renowned centralized log management (CLM) and Security Information Event Management (SIEM) provider, we offer unparalleled fast and efficient log analysis capabilities in critical areas such as security, compliance, operations, and DevOps. Our enterprise solution enables organizations globally to capture, store, and analyze terabytes of machine data in near-real time while our open-source product has been deployed in more than 50,000 installations worldwide, empowering individuals and small teams to perform basic log consolidation, analysis, and search functions at no cost. We're a remote-friendly company with locations in Hamburg, Munich, London, Boulder, and headquarters in Houston, TX. If you live near an office and want to be part of said office great.  Nearish to an office and want to have the ability to hot desk? No problem, and if you're not near an office and wish to work remotely, all good! Recent achievements for Graylog have been inclusion in the 2021 Deloitte Technology Fast 500™, we took home two of the most prestigious cybersecurity awards in SIEM and DevSecOps from Cyber Defence Magazine at RSA in 2023, and 2024 has seen us take home gold and become the Globee Winner for Security Information & Event Management and the 2024 Globee Winner for Threat Hunting, Detection, Intelligence, and Response.
Graylog has recently been named a “Leader” and “Fast Mover” in GigaOM’s 2024 Radar Report for SIEM.  
Who we’re looking for; 
Our Technical Support Engineers have the ability to support, build, and maintain working knowledge and expertise of our products and services. 
As a Technical Support Engineer here at Graylog you’ll possess a true passion for working with customers in solving challenging problems. 
The Technical Support Engineer will join an established, dedicated, passionate, growing customer success organization that prides itself on remaining up-to-date with the technology relevant to supporting and providing the best service to our customers.
The Technical Support Engineer should be based in North America and will report to our Director, Customer Support, based in the US.

Just a few of the things it takes to be successful here

• Ability to build and maintain working knowledge and expertise of our products and engage in testing and lab experimentation.
• Passionate about working directly with customers and solving their challenges.
• A desire to remain up to date with the technologies that are relevant for supporting our customers with a particular interest in log investigations.
• Openness, collaboration, useful innovation, ownership, and commitment to do the right thing!

Additional responsibilities will include but are not limited to

• Work closely with our customers to support deployment, upgrade, and architectural improvements of their Graylog environments.
• Become a subject matter expert on the Graylog platform and create a wealth of knowledge to be shared with internal teams and customers.
• Serve as a primary point of contact and escalation for inbound customer issues from triage to resolutions.
• Serve as a liaison and customer advocate within internal teams.
• Be the voice of the customer and use customer feedback to assist product and engineering too improve our solutions.

Graylog's tech stack

• Support-facing role: Graylog, ElasticSearch, OpenSearch, and MongoDB on Linux.

A little bit about you

• Although Graylog does not solely focus on educational qualifications, a Bachelor’s degree in Computer Science, Information Technology, Cybersecurity, or a related field would be advantageous.
• Understanding of networking protocols (TCP/IP, DNS, DHCP, VPN, etc.).
• Basic to intermediate knowledge and or experience in Linux systems administration and application support.
• Interest in cybersecurity concepts such as SIEM, API Security, Threat Detection and Response, Threat Analysis, etc.
• Knowledge of cloud computing concepts, technologies, and platforms. AWS knowledge would be a distinct advantage.
• Ability to work independently whilst still being a contributing team member in a globally distributed team.
• Thorough problem-solving and analytical skills.
• Excellent communication skills and a customer-centric approach.
• Reside in North America.
• Fluent spoken & written English.

Just some of the reasons why to join Graylog

• Opportunity to work with a globally distributed and diverse team.
• Grow and develop professionally and personally in a fast-growing environment.
• Choice of latest equipment to help you succeed.
• Monthly allowance to support your telecommuting costs and support outfitting your work-from-home environment.

Here at Graylog, you'll find a diverse group of experienced professionals who love to have fun while meeting the needs of our customers with the best solution and customer service available.
Our values
Openness- As a global company, we encourage our people to bring their backgrounds, ideas, and perspectives to our collective work. We lead with integrity and are committed to doing what is best for the Graylog community.
Collaboration- Through mutual respect, trust, and candid communication across all teams, we deliver the best ideas and results.
Useful Innovation- We take calculated risks to find new ways to innovate. By continuously improving ourselves, processes, and technologies, we deliver the best solution for our customers.
Ownership- As owners, we take the initiative to solve internal and external problems while supporting peer success and holding ourselves accountable for delivering the best work. We do this from a place of high trust.
Do the Right Thing!- Comfort and safety come from knowing that everyone will do the right thing, even when nobody's looking.
For further information please submit an application and a member of the Graylog People Team will be in touch.