Senior Technical Support Engineer

Senior Technical Support Engineer

B2B SAAS data observability software. Cribl does differently. What does that mean? It means we are a serious company that doesn't take itself too seriously; and we're looking for people who love to get stuff done, and laugh a bit along the way. We're growing rapidly - looking for collaborative, curious, and motivated team members who are passionate about putting customers first. As a remote-first company we believe in empowering our employees to do their best work, wherever they are. As the data engine for IT and Security many of the biggest names in the most demanding industries trust Cribl to solve their most pressing data needs. Ready to do the best work of your career? Join the herd and unlock your opportunity.

Cribl is seeking Senior 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. We are 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.
• Top Secret Security clearance
• Experience with Splunk, Elasticsearch, LogStash and/or other related observability technologies
• Regex and JavaScript experience is a Plus

Salary Range ($104,000 - $163,000) The salary for this role is dependent on geographic location. The salary offered within the range described will be based on the individual candidate's job-related knowledge, skills, and experience. In addition to a competitive sal