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Cribl

Senior Technical Support Engineer

Cribl California, United States

Software Development · 1,001-5,000 employees

Jul 14
Remote support-engineer Senior (5-10 yrs) Full-time United States
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About the role

Provide enterprise-level technical support to customers by diagnosing and resolving complex issues across various communication channels. Document solutions in the knowledge base and participate in real-time forums to ensure high-quality customer feedback and issue resolution.

What they look for

Technical Support Troubleshooting Linux AWS Azure Networking Distributed Systems Observability Splunk Elasticsearch LogStash Regex JavaScript Problem-solving Communication Customer Success

Requirements

Requires a bachelor's degree in Computer Science or equivalent experience and at least 5 years of experience supporting enterprise customers. Candidates must possess strong troubleshooting skills, proficiency in Linux, cloud platforms, and networking, along with excellent communication abilities.

Full description

Why You’ll Love This Role

Cribl is seeking Technical Support Engineers to ensure customer success by providing enterprise-level support to our customers and partners. We are a fast-growing, remote-first company with a mission to unlock the value of all observability data. At our core, we believe in shipping phenomenal products and doing good by our customers and communities. We provide our customers with a new and unprecedented level of observability, intelligence, and control over their real-time data. We're backed by Sequoia and CRV, and our products are deployed in some of the largest organizations in the world processing 100s of TB and PB of IT & Security data, and managed by Site Reliability Engineers, System Engineers, and Technical Operations teams.

In this role, you will be joining a highly technical and collaborative team that is committed to shipping high quality software and enjoying all the goat gifs the internet has to offer. The ideal candidate for this role has a mixture of strong technical chops, an innate desire to help customers, and a natural affinity for collaboration.

As An Active Member Of Our Team, You Will…

  • Develop a deep technical understanding of Cribl Stream and our other products
  • Provide extraordinary technical support to our Enterprise customers and across various channels such as Slack, email, online meetings, etc.
  • Research, diagnose, troubleshoot and identify solutions to resolve customer issues
  • Follow standard procedures for reproducibility and escalation of unresolved issues to the appropriate internal teams
  • Provide prompt and accurate feedback to customers, set achievable expectations, and ensure proper recording and closure of all issues
  • Provide and document knowledge in the form of knowledge base tech notes, articles and participate in real-time forums (e.g., Slack) for real-time questions
  • This position will require stand-by, on-call, or off-hours duties

If You’ve Got It - We Want It

  • BS degree in Computer Science or similar degree, or equivalent work experience
  • 5+ years' experience supporting enterprise customers or working hands-on with distributed systems
  • Passionate about working on complex technical issues
  • Expert-level troubleshooting, problem-solving skills, and critical thinking
  • Excellent client-facing skills, excellent written and verbal communication skills
  • Experience with Linux, AWS, Azure, and Networking
  • Bonus Points/Preferred Qualifications:
  • Experience with Splunk, Elasticsearch, LogStash and/or other related observability technologies

Regex and JavaScript experience is a Plus

#LI-KJ1 #LI-Remote

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