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Support Engineer

ObservIQ

ObservIQ

Customer Service
Grand Rapids, MI, USA
Posted on Apr 11, 2025

Description

About Bindplane

Bindplane is a fast-growing software startup building the first observability pipeline purpose-built for OpenTelemetry. Our open-source solutions help companies of all sizes — from Fortune 500s to emerging tech startups — collect, process, and route telemetry data efficiently. We integrate seamlessly with platforms like Google Cloud Operations Suite, Datadog, and New Relic, empowering teams to get real-time insights across modern cloud-native environments.

We’re headquartered in Grand Rapids, Michigan and proud to be part of a rising tech scene, while serving a global customer base. Our team thrives on curiosity, innovation, and solving tough challenges in the observability space.

The Role

As a Support Engineer, you’ll be a key member of our customer success team, helping users get the most out of Bindplane. You’ll troubleshoot technical issues, guide customers through complex deployments, and serve as a vital connection between our users and our product team.

This is a great opportunity to work on cutting-edge observability tech while supporting real-world enterprise deployments.

What You’ll Be Doing

  • Provide technical support for Bindplane products in enterprise environments
  • Troubleshoot and resolve deployment, configuration, and integration issues
  • Work across diverse infrastructures, including Kubernetes, containers, and major cloud providers (GCP, AWS, Azure)
  • Escalate complex issues from L1 support and drive them to resolution
  • Develop internal and customer-facing documentation, guides, and solutions
  • Collaborate with Product and Engineering to provide customer insights and improve product quality
  • Contribute to a growing knowledge base of observability best practices

Why Bindplane?

  • Work on meaningful, modern tech that’s shaping how organizations monitor their systems
  • Join a growing team where your voice and contributions matter
  • Hybrid flexibility with a supportive, collaborative work culture
  • Be part of a startup that’s scaling fast — with the stability of real-world customers

Why Join Us in Grand Rapids?

Located in the heart of West Michigan, Grand Rapids is quickly becoming a tech hub with the charm of a close-knit community and the innovation of a major city. At Bindplane, you’ll find:

  • A collaborative, startup culture with room to grow
  • Opportunities to work on industry-shaping technology
  • A chance to be part of something big, right here at home
  • Flexibility with hybrid work options and a commitment to work-life balance

Requirements

What You Bring

  • 3–5 years in technical support, DevOps, or observability tools (Required)
  • Proficiency with Linux/Unix environments, CLI troubleshooting, and shell scripting
  • Experience with containerization (Docker, Kubernetes) and cloud platforms (GCP, AWS, Azure)
  • Understanding of observability concepts: metrics, logs, traces
  • Familiarity with monitoring tools (Datadog, New Relic, Splunk, etc.)
  • Strong communication skills and attention to detail
  • Ability to explain complex technical issues clearly to technical and non-technical audiences

Nice to Have

  • Experience with OpenTelemetry or related telemetry pipelines
  • Knowledge of enterprise application architectures and microservices
  • Scripting experience (Python, Bash, etc.)
  • Exposure to log management and APM solutions

Benefits

  • 401(k) retirement savings plan with employer matching
  • Comprehensive health, dental, and vision insurance
  • Life insurance coverage
  • Employee assistance program for personal and professional support
  • Generous paid time off, including vacation, sick leave, and holidays
  • Opportunities for professional development and continuous learning