Senior Support Engineer

Redpanda Data; United States; Remote; USD 110,000 - 160,000; Full time

Job summary

Redpanda is seeking a Technical Support Engineer to deliver world-class, customer-centric technical support for our distributed data platform. You will be the primary face to customers and collaborate with engineering to resolve complex issues.

The role emphasizes Linux troubleshooting, Kubernetes deployments, scripting in Bash/Python, and on-call incident handling, with a focus on scalable support tooling in a 100% remote, distributed team.

Qualifications

• 5+ years of experience in L3 support of enterprise products, with 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 on-call rotations.
• Excellent written communication skills.
• Comfortable working with a 100% distributed engineering team and remote-first company.

Responsibilities

• Be the primary face of our organization to our customers to ensure we meet or exceed customer expectations.
• 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.
• Build tools and services to 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 team.

Skills

L3 support

Linux troubleshooting

Kubernetes

AI tooling for automation

Bash scripting / Python

Tools

Go

Public cloud providers

Job description

Redpanda 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 team

You 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 company

Nice to Have:

• Proficiency with Go
• Experience supporting a SaaS platform
• Experience supporting a streaming platform

Join 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.