Technical Support Engineer

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…

• Deep technical understanding of Cribl 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.
• Document and share knowledge inside and outside the company via Slack, Cribl Curious, and team share sessions.
• Follow standard procedures for reproducing and escalating 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, Curious and participate in real-time forums (e.g., Slack) for real-time questions.
• Enable the team(s) around you with created/updated reference-able materials and work alongside Support Engineers as a mentor.
• Engage and direct technical success on customer escalations and product insight.
• This position will require stand-by, on-call, or off-hours duties.

If You’ve Got It - We Want It

• 2+ years experience with Cribl Products
• 8 -15 years supporting distributed, Big-Data, solutions.
• BS degree in Computer Science, similar degree, or equivalent work experience.
• Passionate about working on and detailing out complex technical issues.
• Expert-level troubleshooting & problem-solving skills; proven critical thinker.
• Excellent client-facing skills, excellent written and verbal communication skills.
• Strong experience with BigData, BigData housing solutions, Linux, AWS, Azure, Networking, API, certificates
• Some windows chops are a plus.
• Experience with Regular Expressions and JavaScript
• BONUS:
  • Experience with Splunk, Elastic, Kafka, Kinesis, or related technologies
  • Experience with AWS, Azure, GCP, and other cloud platforms

#LI-KM1
#LI-Remote