Senior Technical Support Engineer

About this role

<div class="content-intro"><p>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.</p> <p>We’re one of the fastest‑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.</p></div><p><strong>Why You’ll Love This Role</strong></p> <p><span style="font-weight: 400;">Cribl is seeking Technical Support Engineers to ensure customer success by providing enterprise-level support to our customers and partners. </span><span style="font-weight: 400;">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.</span></p> <p><span style="font-weight: 400;">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.</span></p> <p><strong><br>As An Active Member Of Our Team, You Will…</strong></p> <ul> <li><span style="font-weight: 400;">Develop a deep technical understanding of Cribl Stream and our other products</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Provide extraordinary technical support to our Enterprise customers and across various channels such as Slack, email, online meetings, etc.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Research, diagnose, troubleshoot and identify solutions to resolve customer issues</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Follow standard procedures for reproducibility and escalation of unresolved issues to the appropriate internal teams</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Provide prompt and accurate feedback to customers, set achievable expectations, and ensure proper recording and closure of all issues</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">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</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">This position will require stand-by, on-call, or off-hours duties</span></li> </ul> <p><strong><br>If You’ve Got It - We Want It</strong></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">BS degree in Computer Science or similar degree, or equivalent work experience</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">5+ years' experience supporting enterprise customers or working hands-on with distributed systems</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Passionate about working on complex technical issues</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Expert-level troubleshooting, problem-solving skills, and critical thinking</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Excellent client-facing skills, excellent written and verbal communication skills</span></li> <li style="font-weight: 400;">Experience with Linux, AWS, Azure, and Networking</li> <li>Bonus Points/Preferred Qualifications:<strong><br></strong> <ul> <li style="font-weight: 400;">Experience with Splunk, Elasticsearch, LogStash and/or other related observability technologies<br>Regex and JavaScript experience is a Plus</li> </ul> </li> </ul> <p>#LI-KJ1<br>#LI-Remote</p><div class="content-pay-transparency"><div class="pay-input"><div class="description"><p>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.<br><br>In addition to base salary, for sales and some sales-adjacent roles, employees are eligible to earn incentive compensation (commission). For…