Senior Technical Support Engineer

Cribl is a rapidly growing, remote-first company that empowers its employees to deliver exceptional customer support. The Senior Technical Support Engineer will provide enterprise-level support, ensuring customer success by troubleshooting and resolving technical issues while collaborating with various teams.

Responsibilities:

• 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

Requirements:

• 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