Senior Technical Support Engineer
Provide enterprise-level technical support for Cribl's observability and telemetry platform. Troubleshoot complex customer issues with distributed systems, Linux, cloud platforms, and observability tools; requires 5+ years experience and strong client-facing skills.
About the job
Responsibilities
- 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.
Requirements
- 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.
Nice-to-Haves
- Experience with Splunk, Elasticsearch, LogStash and/or other related observability technologies.
- Regex and JavaScript experience is a Plus.
Skills
Linux, AWS, Azure, Networking, Splunk, Elasticsearch, Logstash, JavaScript, Regex
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