Senior Support Engineer
About The Position
Redpanda is a unified platform for agent-data interaction that combines streaming, SQL analytics, intelligent connectivity, and governance for enterprise AI agents. As a Technical Support Engineer, you will contribute to the Customer Success organization and help deliver customer-centric technical support. You will use your technical expertise to address customer needs and challenges, support the operation of Redpanda products and services, and help ensure customers are successful and confident in the solutions. The position reports to the Director, Technical Support. It is part of a remote-first, globally distributed team and includes participation in an on-call rotation to provide customer support across time zones.
Requirements
- At least 5 years of experience in L3 support of enterprise products, with 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, including grep, awk, and 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.
- Comfort working with a fully distributed engineering team and a remote-first company.
Nice To Haves
- Proficiency with Go.
- Experience supporting a SaaS platform.
- Experience supporting a streaming platform.
Responsibilities
- Serve as a primary customer-facing representative, addressing expectations and issues related to configuration, hardware, documentation, products, and feature requests.
- Work with engineering to drive customer challenges from creation through resolution.
- Partner with product engineering groups on periodic root cause analyses of customer issues and share lessons learned across the organization.
- Build tools and services to improve support infrastructure, including issue lifecycles and root-cause trend analysis.
- Participate in on-call rotations to provide follow-the-sun customer support.
- Help ensure customer satisfaction by building strong relationships with the Customer Success team.
Benefits
- Access to the latest AI tools and a budget to use them.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
