Senior Enterprise Tech Support Engineer (Remote)

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City of Albany (NY)

On-site

USD 90,000 - 141,000

Full time

14 days+

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Benefits offered by this job

Health

Dental

Vision

Short-term disability

Life insurance

Paid holidays

Paid time off

Fertility treatment benefit

401(k)

Equity

Job summary

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.

Our products are deployed in large organizations, supported by Site Reliability Engineers and Technical Operations teams. In this role, you will join a highly technical and collaborative team focused on shipping high-quality software, with

Qualifications

5+ years' experience supporting enterprise customers or distributed systems.
Expert-level troubleshooting, problem-solving skills, and critical thinking.
Excellent client-facing and written/verbal communication skills.
Experience with Linux, AWS, Azure, and Networking.

Responsibilities

Develop a deep technical understanding of Cribl Stream and our other products.
Provide extraordinary technical support to our Enterprise customers and across channels such as Slack, email, online meetings.
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 and participate in real-time forums.