Senior Support Engineer

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Deliver exceptional technical support for Redpanda's products and services.

• Act as the main customer-facing representative for configuration, hardware, documentation, product, and feature request inquiries.

• Collaborate with engineering teams to address customer challenges from inception to resolution.

• Work alongside product engineering teams for periodic root cause analysis of customer concerns.

• Extract lessons learned to share with the broader organization.

• Develop tools and services to enhance support infrastructure, issue lifecycles, and root-cause trend analysis.

• Engage in on-call rotations to deliver continuous customer support.

• Foster customer satisfaction through strong collaboration with the Customer Success team.

⛳️ Requirements

• Over 5 years of experience in Level 3 support for enterprise products, with a strong emphasis on distributed systems.

• Familiarity with AI tools to automate repetitive tasks or improve troubleshooting processes.

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

• Experience in deploying and troubleshooting applications within Kubernetes.

• Extensive knowledge of public cloud providers and containerization technologies.

• Proficiency in Bash scripting and/or Python programming.

• Willingness to participate in an on-call rotation.

• Exceptional written communication skills.

• Comfortable working within a fully distributed engineering team and a remote-first organization.

• Proficiency in Go is a plus.

• Experience supporting a SaaS platform is a plus.

• Experience in supporting a streaming platform is a plus.

• Availability to work from 11:00 AM to 8:00 PM Pacific Time, Monday through Friday.

🏝️ Benefits

• Access to the latest AI tools and budget for their utilization.

• A fast-paced, diverse, people-centered organization.

• A remote-first work environment.

• A fully distributed engineering team.

• Team members located worldwide.

• A culture founded on trust, transparency, communication, and kindness.