Senior Support Engineer

About the Role: 

As a Technical Support Engineer at Redpanda, you will help our organization  embody our commitment to delivering exceptional customer-centric technical support. Reporting directly to the Director, Technical Support, you will be a vital contributor to our growing support team in the Customer Success organization. In this role, you will play a fundamental part in ensuring our customers' success, fostering their confidence in our solutions, and elevating their overall experience.

Your primary focus will be to leverage your technical expertise to provide world-class support for Redpanda’s range of products and services. Your ability to understand and address our customers' needs and technical challenges will be at the heart of our customer-centric approach.

You Will:  

• Be the primary face of our organization to our customers to ensure we meet and/or exceed customer expectations on the Redpanda operation. These may be customer focused areas related to configuration, hardware, documentation, product, or requests for features

• Work with engineering to drive and solve customer challenges from creation through resolution

• Partner with product engineering groups on periodic root cause analysis on customer issues, and distill lessons learned for the rest of the organization

• Build tools & services to create and improve support infrastructure, from issue life cycles to trending on root causes

• Participate in on-call rotations to follow the sun in support of our customers

• Ensure customer satisfaction through strong relationships with our Customer Success team

You Have: 

• 3+ years of experience in L3 support of enterprise products, with a significant focus on distributed systems

• Strong understanding of Linux troubleshooting commands and regular expressions (grep/awk/sed)

• Experience with deploying and troubleshooting applications in Kubernetes

• Strong experience with public cloud providers and containerization

• Proficiency in bash scripting and/or Python

• Willingness to participate in an on-call rotation

• Excellent written communication skills

• Comfortable working with a 100% distributed engineering team and remote first company

• Experience using AI tooling to automate repetitive tasks, or enhance troubleshooting

Nice to Have:

• Proficiency with Go 

• Experience supporting a SaaS platform

• Experience supporting a streaming platform