Senior Technical Support Engineer

Cribl; Montgomery (AL); Remote; USD 90,000 - 141,000; Full time

Benefits offered by this job

Health insurance

Dental

Vision

Short-term disability

Life insurance

PTO

401(k)

Equity

Job summary

Cribl is hiring Technical Support Engineers to deliver enterprise-level support for our telemetry data platform. You will work with customers and partners to diagnose, troubleshoot, and resolve complex issues across Slack, email, and meetings.

The ideal candidate has 5+ years in enterprise support or distributed systems, with strong Linux, networking, and cloud experience. This role is remote-first with on-call duties as needed and opportunities to influence product direction.

Qualifications

• BS in Computer Science or equivalent
• 5+ years of enterprise customer support or distributed systems experience
• Strong problem-solving, troubleshooting and communication skills
• Experience with Linux, AWS, Azure, Networking

Responsibilities

• Develop deep technical understanding of Cribl Stream and other products
• Provide enterprise-level technical support via Slack, email, and meetings
• Research, diagnose, troubleshoot and resolve customer issues
• Escalate unresolved issues using standard procedures
• Provide prompt, accurate feedback and document knowledge base notes
• May require on-call or off-hours duties

Skills

Enterprise support

Distributed systems

Linux

Networking

AWS

Azure

Troubleshooting

Communication

Education

BS in Computer Science

Tools

Splunk

Elasticsearch

Logstash

Regex

JavaScript

Job description

B2B SAAS data observability software.Join the company that’s building the telemetry infrastructure for the AI era. At Cribl, we partner with IT and Security teams at many of the world's biggest enterprises, including half of the Fortune 100, to bridge the gap between AI ambition and infrastructure reality.

As the AI Platform for Telemetry, we give customers the choice, control, and flexibility to manage and analyze telemetry for both humans and agents, so they can build what’s next. We’re one of the fast-growing private companies and a leading player in a massive, fast-moving market. With a global workforce, we’re remote-first and grounded in a simple idea: software is a people business. Cribl is the place where curious, collaborative people can do their best work, grow fast, and bring their full selves to the herd.

Why You’ll Love This Role 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. 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.

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
• This position will require stand-by, on-call, or off-hours duties

If You’ve 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 critical thinking
• Excellent client-facing skills, excellent written and verbal communication skills
• Experience with Linux, AWS, Azure, and Networking
• Bonus Points/Preferred Qualifications: Experience with Splunk, Elasticsearch, LogStash and/or other related observability technologiesRegex and JavaScript experience is a Plus

The salary for this role is dependent on geographic location and will be based on the individual candidate’s job-related knowledge, skills, and experience.In addition to base salary, for sales and some sales-adjacent roles, employees are eligible to earn incentive compensation (commission). For all other roles, employees are eligible to participate in the Cribl Corporate Bonus Program.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), and equity.Base Salary Range $90,000 - $141,000 USD

Bring Your Whole Self

Diversity drives innovation, enables better decisions to support our customers, and inspires change for the better. We’re building a culture where differences are valued and welcomed, and we work together to bring out the best in each other.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other applicable legally protected characteristics in the location in which the candidate is applying.