Senior Technical Support Engineer

| Remote
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Cribl is seeking a Senior Technical Support Engineer 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. 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.

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.

Responsibilities:

  • Develop a deep technical understanding of Cribl LogStream.
  • 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.

Minumum Qualifications:

  • BS degree in Computer Science or similar degree, or equivalent work experience.
  • 5-7 year supporting enterprise customers or working hands-on with distributed systems.
  • Passionate about working on complex technical issues. 
  • Expert-level troubleshooting & problem-solving skills, and a critical thinker.
  • Excellent client-facing skills, excellent written and verbal communication skills.
  • Strong experience with Linux, AWS, Azure, Networking,
  • Experience with Regular Expressions, JavaScript

Bonus Points/Preferred Qualifications:

  • Experience with Splunk, Elasticsearch, LogStash and related technologies

What we offer:

  • Competitive Salary
  • Stock Options
  • Medical, dental, and vision insurance
  • Flexible spending account (FSA)
  • 401(k) plan offered
  • Parental Leave
  • Professional Development and Career Growth
  • Generous Vacation and Holiday Policy, including 2 Floating Holidays to use for holidays you observe
  • Social Responsibility Employee Group that reflects our value-driven company culture

Diversity drives innovation, enables better decisions to support our customers, and inspires change for the better. We’re building a culture where differences are valued and welcomed. We work together to bring out the best in each other. 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.

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Location

Although Cribl is headquartered in San Francisco, we support a remote-first and distributed workforce. We believe great work can happen anywhere!

An Insider's view of Cribl

What are some social events your company does?

Our company is unique in the sense that we've always been fully remote. However, we typically have quarterly all hands where the entire company will get together at a random destination (San Diego, New Orleans, etc) where we kickoff the quarter from a business perspective, but we focus a lot on the human connection that drives a successful company.

Nick

Principal Software Engineer

What's the biggest problem your team is solving?

The team here at Cribl is helping organizations get better control of their data. Cribl LogStream is an observability pipeline, and our streams-first approach allows our customers to process data before storing it in any number of destinations we support. Organizations get better control of their data and are able to control costs.

Jeremy

Manager, Saas & Chanel Sales

What makes someone successful on your team?

Cribl delivers solutions that unlock the value of all observability data, and we do this by focusing on 5 core values: Customers First, Always, Together, Do-acratic, Irreverent but Serious, and Transparency. Successful members of my team embody these values, being innovative, and boldly challenging the status quo. The potential here is limitless!

Abby

VP of Marketing

How do you empower your team to be more creative?

At Cribl we have established our engineering manifesto that encourages engineers to explore innovative solutions to high impact problems. We combine brainstorming and collaborative design sessions in an open environment where "crazy" ideas are explored, this has led to a number of elegant and high leverage solutions.

Ledion

CTO

What’s the vibe like in the office?

Cribl is a remote first environment, so we actively communicate in different ways and always bring positive energy to those forms of communication. Whether it be sending goofy pictures over Slack or just being able to laugh with each other over a Zoom call, it’s all about being kind and friendly with each other at the end of the day.

Bryce

Senior Software Engineer

What are Cribl Perks + Benefits

Cribl Benefits Overview

We want Cribl to be a place where you make connections with your coworkers, enjoy the collaboration process, and also have the flexibility to schedule and maintain a robust life outside work—that’s why we offer comprehensive
benefits. As we grow, we will continue to expand these benefits to foster a healthy and happy work
environment for our team.

Cribl started as a remote-first company in 2017 and intends to remain remote-first. We
believe great work can happen anywhere.

Cribl offers a handful of medical, dental, and vision insurance options with EAP benefits for employees
to choose from. We cover a generous amount of the costs for mental, dental, vision and offer a range
of insurance and plan options.

Cribl promotes the importance of time away from the office. Taking time off to recharge is critical to
doing your best work. We also believe that "unlimited" vacation policies are generous in theory but
confusing in practice. In fact, we used to offer this and found that employees did not take PTO. We offer a generous PTO package.

Culture
Friends outside of work
Open door policy
Diversity
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Happy Hours
Weekly happy hours every Friday!
Home Office Stipend for Remote Employees
Professional Development Benefits
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