R Open role 2d ago Senior Support Engineer Redpanda Data US View role →

JoinStartup; United States; Remote; USD 120,000 - 170,000; Full time

Job summary

Redpanda Data is seeking a Senior Support Engineer to provide L3 enterprise support for the distributed streaming platform, focusing on troubleshooting, customer success, and support tooling. You will partner with customers and internal teams to resolve complex issues and improve our support processes.

You have 5+ years in enterprise support, deep Linux and cloud experience, and strong scripting skills. This remote-friendly role offers on-call rotation and collaboration with a global distributed

Qualifications

• 5+ years of experience in L3 support of enterprise products, with a significant focus on distributed systems.
• Experience using AI tooling to automate repetitive tasks, or enhance troubleshooting.
• Strong understanding of Linux troubleshooting commands and regular expressions (grep/awk/sed).
• Experience deploying and troubleshooting applications in Kubernetes.

Responsibilities

• Provide world-class technical support for Redpanda products and services.
• Address customer technical challenges related to configuration, hardware, documentation, and product features.
• Collaborate with engineering teams to drive and resolve customer issues.
• Conduct periodic root cause analysis with product engineering and share lessons learned.

Skills

Linux troubleshooting

Kubernetes

Bash scripting

Python

Distributed systems

AI tooling

Cloud platforms

Docker/Containerization

Tools

Docker/Containerization

Kubernetes

Go

Python

Bash scripting

Job description

Redpanda Data# Senior Support Engineer Remote-friendly US - RemoteAT A GLANCESenior Technical Support Engineer providing L3 enterprise support for Redpanda's distributed streaming platform with focus on troubleshooting, customer success, and support infrastructure.LEVELsenior · 5+ yrsKEY SKILLSLinux troubleshootingKubernetesBash scriptingPythonDistributed systemsCloud platformsDocker/Containerizationgrep/awk/sedRoot cause analysisAI toolingGoWHAT YOU'LL DO* Provide world-class technical support for Redpanda products and services* Address customer technical challenges related to configuration, hardware, documentation, and product features* Collaborate with engineering teams to drive and resolve customer issues* Conduct periodic root cause analysis with product engineering and share lessons learned* Build tools and services to improve support infrastructure and issue lifecycle management* Participate in on-call rotation to provide follow-the-sun customer support* Maintain strong relationships with Customer Success team to ensure customer satisfactionTHE ROLERedpanda is the first runtime and control plane for agent-data interaction — a unified platform that combines streaming, SQL analytics, and intelligent connectivity with the governance layer enterprise AI agents need in production.Built on infrastructure already trusted by Fortune 500 companies and fast-growing startups, Redpanda enforces governance entirely outside the agent's data path, controlling what agents see, limiting what they do, and capturing a tamper-proof record of everything they touch, so organizations never have to choose between innovation and control.About the Role:As a Technical Support Engineer at Redpanda, you will help our organization embody our commitment to delivering exceptional customer-centric technical support. Reporting directly to the Director, Technical Support, you will be a vital contributor to our growing support team in the Customer Success organization. In this role, you will play a fundamental part in ensuring our customers' success, fostering their confidence in our solutions, and elevating their overall experience.Your primary focus will be to leverage your technical expertise to provide world-class support for Redpanda’s range of products and services. Your ability to understand and address our customers' needs and technical challenges will be at the heart of our customer-centric approach.You Will* Be the primary face of our organization to our customers to ensure we meet or exceed customer expectations on the Redpanda operation. These may be customer focused areas related to configuration, hardware, documentation, product, or requests for features* Work with engineering to drive and solve customer challenges from creation through resolution* Partner with product engineering groups on periodic root cause analysis on customer issues, and distill lessons learned for the rest of the organization* Build tools & services to create and improve support infrastructure, from issue life cycles to root cause trend analysis* Participate in on-call rotations to follow the sun in support of our customers* Ensure customer satisfaction through strong relationships with our Customer Success teamYou Have* 5+ years of experience in L3 support of enterprise products, with a significant focus on distributed systems* Experience using AI tooling to automate repetitive tasks, or enhance troubleshooting* Strong understanding of Linux troubleshooting commands and regular expressions (grep/awk/sed)* Experience deploying and troubleshooting applications in Kubernetes* Strong experience with public cloud providers and containerization* Proficiency in Bash scripting and/or Python* Willingness to participate in an on-call rotation* Excellent written communication skills* Comfortable working with a 100% distributed engineering team and remote first companyNice to Have:* Proficiency with Go* Experience supporting a SaaS platform* Experience supporting a streaming platformJoin Redpanda if you’d enjoy being part of a fast-moving, diverse, people-first organization with team members around the globe and a culture based on trust, transparency, communication, and kindness. You'll dive into a nimble, high-impact team with the latest AI tools — and the budget to actually use them.