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Senior Technical Support Engineer

Remote - United States
Customer Service

Why You'll Love This Role

Cribl is seeking a Senior Technical Support Engineer 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.

We are accepting applicants in Canada and the United States

As An Active Member Of Our Team, You Will...

  • 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.

If You Got It - We Want It

  • 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 a critical thinking.
  • Excellent client-facing skills, excellent written and verbal communication skills.
  • Experience with Linux, AWS, Azure, and Networking.
  • You currently live in Canada or the United States

Bonus Points/Preferred Qualifications:

  • Experience with Splunk, Elasticsearch, LogStash and/or other related observability technologies
  • Regex and JS experience is a Plus

Salary Range

($82,000 - $158,500)

The salary for this role is dependent on geographic location. The salary offered within the range described will be based on the individual candidate’s job-related knowledge, skills, and experience.  In addition to a competitive salary, Cribl also offers a generous benefits package which includes health, dental, vision, short-term disability, and life insurance, paid holidays and paid time off, a fertility treatment benefit, 401(k), equity, and eligibility for a discretionary company-wide bonus.

 

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