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Technical Support Engineer

Cribl
Contract type
Ongoing
Work mode
Remote
Experience
Senior · 8+ years

Job description

Technical Support Engineer providing enterprise-level technical support to Cribl's customers and partners, troubleshooting and resolving issues with Cribl products and distributed big-data solutions.

At a glance

Employment
Full-time · Employee (employment agreement)
Work mode
Remote
Pay
EUR 92,200 – 120,000 / year

What you'll do

  • 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.

What we're looking for

  • 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
  • Experience with Regular Expressions and JavaScript

Nice to have

  • Some windows chops are a plus.
  • Experience with Splunk, Elastic, Kafka, Kinesis, or related technologies
  • Experience with AWS, Azure, GCP, and other cloud platforms

Your team

Technical Support

a highly technical and collaborative team that is committed to shipping high quality software

Benefits

  • Retirement/pension support
  • Paid holidays and paid time off
  • Remote office setup support
  • Equity
  • Other wellness and support programs

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About Cribl

The AI Platform for Telemetry

Cribl partners with IT and Security teams at many of the world's biggest enterprises, including half of the Fortune 100, to bridge the gap between AI ambition and infrastructure reality. As the AI Platform for Telemetry, Cribl gives customers the choice, control, and flexibility to manage and analyze telemetry for both humans and agents.

Mission

Unlock the value of all observability data

Key facts

  • Telemetry / observability software
  • One of the fastest-growing private companies
  • Remote-first with a global workforce
  • Backed by Sequoia and CRV
  • Products deployed in some of the largest organizations in the world processing 100s of TB and PB of IT & Security data

Partners & customers

SequoiaCRV

What they value

  • Software is a people business
  • Curious, collaborative people can do their best work
  • Diversity drives innovation