Senior Technical Support Engineer

Cribl is hiring a Senior Technical Support Engineer to provide enterprise-level support to its customers and partners. The company builds telemetry infrastructure and works with IT and security teams at large organizations, including half of the Fortune 100. This is a remote-first role based in the United States, and it is for someone who likes working through complex technical problems and helping customers directly.

What you will do

• Develop a deep technical understanding of Cribl Stream and the company's other products
• Provide technical support to enterprise customers through channels such as Slack, email, and online meetings
• Research, diagnose, troubleshoot, and identify solutions to resolve customer issues
• Follow standard procedures for reproducibility and escalate unresolved issues to the appropriate internal teams
• Give customers prompt and accurate feedback, set achievable expectations, and ensure proper recording and closure of all issues
• Document knowledge in the form of knowledge base tech notes and articles, and take part in real-time forums such as Slack
• Take on stand-by, on-call, or off-hours duties as required

What they are looking for

• BS degree in Computer Science or a similar degree, or equivalent work experience
• 5+ years' experience supporting enterprise customers or working hands-on with distributed systems
• Passion for working on complex technical issues
• Expert-level troubleshooting, problem-solving skills, and critical thinking
• Excellent client-facing skills, plus excellent written and verbal communication skills
• Experience with Linux, AWS, Azure, and networking

Bonus points

• Experience with Splunk, Elasticsearch, LogStash, and/or other related observability technologies
• Regex and JavaScript experience is a plus

Pay and benefits

The base salary range for this role is USD 90,000 to 141,000 per year. The salary depends on geographic location and will be based on the individual candidate's job-related knowledge, skills, and experience.

In addition to base salary, employees are eligible to participate in the Cribl Corporate Bonus Program. Cribl also offers health, dental, vision, short-term disability, and life insurance, paid holidays and paid time off, a fertility treatment benefit, 401(k), and equity.

About Cribl

Cribl describes itself as one of the fastest-growing private companies and a leading player in a large, fast-moving market. It has a global workforce and is remote-first. The company says it is grounded in the idea that software is a people business, and that it is a place where curious, collaborative people can do their best work and grow fast.

Cribl is backed by Sequoia and CRV. Its products are deployed in some of the largest organizations in the world, processing hundreds of terabytes and petabytes of IT and security data, and are managed by site reliability engineers, system engineers, and technical operations teams.

The team is described as highly technical and collaborative, committed to shipping high quality software. The ideal candidate has a mixture of strong technical skills, a genuine desire to help customers, and a natural affinity for collaboration.

Diversity

Cribl states that diversity drives innovation, enables better decisions to support customers, and inspires change for the better. 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.