Senior Support Engineer

redpanda-data; United States; Remote; USD 120,000 - 180,000; Full time

Job summary

Redpanda Data is seeking an experienced technical support professional to provide advanced troubleshooting for enterprise products built around distributed systems. You will investigate incidents, coordinate with engineering teams, and drive improvements to tooling and processes.

As a remote-first team, you will join on-call rotations, collaborate across time zones, and help shape our support practices and product quality.

Qualifications

• 5+ years of advanced support experience for enterprise products, with substantial exposure to distributed systems.
• Experience using AI tools to automate repetitive work or improve troubleshooting.
• Strong Linux troubleshooting skills, including command-line utilities and regular expressions.
• Experience deploying and diagnosing applications in Kubernetes, with public cloud and containerization experience.
• Proficiency in Bash or Python scripting.
• Willingness to join on-call rotations, strong written communication, and comfort working with a fully distributed team.

Responsibilities

• Serve as a primary technical contact for customer issues involving configuration, infrastructure, documentation, product behavior, or feature requests.
• Work with engineering teams to move customer problems from investigation through resolution.
• Partner with product engineering on root cause analysis and share lessons across the organization.
• Build tools and services that improve issue tracking and reveal trends in recurring causes.
• Participate in an on-call rotation that supports customers across time zones.
• Work closely with customer success colleagues to maintain strong customer relationships.

Skills

Linux troubleshooting

Bash or Python scripting

On-call communication

Distributed systems understanding

Tools

Kubernetes

AI tooling

Job description

Role overview

Provide advanced technical support for enterprise products built around distributed systems. You will help customers investigate and resolve operational issues, coordinate fixes with engineering, and turn recurring problems into improvements to support tools, product quality, and troubleshooting practices.

Responsibilities

• Serve as a primary technical contact for customer issues involving configuration, infrastructure, documentation, product behavior, or feature requests.
• Work with engineering teams to move customer problems from investigation through resolution.
• Partner with product engineering on root cause analysis and share lessons across the organization.
• Build tools and services that improve issue tracking and reveal trends in recurring causes.
• Participate in an on-call rotation that supports customers across time zones.
• Work closely with customer success colleagues to maintain strong customer relationships.

Requirements

• 5+ years of advanced support experience for enterprise products, with substantial exposure to distributed systems.
• Experience using AI tools to automate repetitive work or improve troubleshooting.
• Strong Linux troubleshooting skills, including command-line utilities and regular expressions.
• Experience deploying and diagnosing applications in Kubernetes, with public cloud and containerization experience.
• Proficiency in Bash or Python scripting.
• Willingness to join on-call rotations, strong written communication, and comfort working with a fully distributed team.

Nice to have

Go proficiency and experience supporting SaaS or streaming platforms.

Benefits and work setup

The organization describes itself as remote-first, with a globally distributed team and access to AI tooling for support and engineering work.