Redpanda Data
SeniorSupportEngineer
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“Senior Support Engineer at Redpanda Data. Skills: L3 support, distributed systems, Kubernetes, cloud providers, scripting. Be the primary face of our organization to our customers to ensure we meet and/or exceed customer expectations on the Redpanda operation. Work with engineering to drive and solve customer challenges from creation through resolution”
What You'll Achieve.
ensure we meet and/or exceed customer expectations; Ensure customer satisfaction
Industry & Context.
solve customer challenges; root cause analysis
on-call rotation
What They're Looking For.
Must Have
3+ years of experience in L3 support of enterprise products, significant focus on distributed systems, understanding of Linux troubleshooting commands and regular expressions (grep/awk/sed), Experience with deploying and troubleshooting applications in Kubernetes, 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, Comfortable working with a 100% distributed engineering team and remote first company
Nice to Have
Proficiency with Go, Experience supporting a SaaS platform, Experience supporting a streaming platform, Experience using AI tooling to automate repetitive tasks, or enhance troubleshooting
What You'll Do.
Be the primary face of our organization to our customers to ensure we meet and/or exceed customer expectations on the Redpanda operation
Work with engineering to drive and solve customer challenges from creation through resolution
Partner with product engineering groups on periodic root cause analysis on customer issues
and distill lessons learned for the rest of the organization
Build tools & services to create and improve support infrastructure
from issue life cycles to trending on root causes
Participate in on-call rotations to follow the sun in support of our customers
Ensure customer satisfaction through relationships with our Customer Success team
How You'll Work.
Team & Collaboration
Work with engineering to drive and solve customer challenges; Partner with product engineering groups; relationships with our Customer Success team; working with a 100% distributed engineering team
Communication Scope
Excellent written communication skills
Full Job Description
Redpanda is pioneering the Agentic Data Plane (ADP) - a new category in AI infrastructure that makes it simple and secure to connect AI agents with enterprise data and systems. Built on a multi-modal data streaming engine, Redpanda empowers agentic applications that reason and act in real-time with speed, autonomy, and precision. Global leaders including Activision Blizzard, Cisco, Moody's, Texas Instruments, Vodafone and 2 of the top 5 banks in the U. S. rely on Redpanda to process hundreds of terabytes of data a day. Backed by premier venture investors Lightspeed, GV and Haystack VC, Redpanda is a diverse, people-first organization with teams distributed around the globe. About the Role: As a Technical Support Engineer at Redpanda, you will help our organization embody our commitment to delivering exceptional customer-centric technical support. Reporting directly to the Director, Technical Support, you will be a vital contributor to our growing support team in the Customer Success organization. In this role, you will play a fundamental part in ensuring our customers' success, fostering their confidence in our solutions, and elevating their overall experience. Your primary focus will be to leverage your technical expertise to provide world-class support for Redpanda’s range of products and services. Your ability to understand and address our customers' needs and technical challenges will be at the heart of our customer-centric approach. You Will: Be the primary face of our organization to our customers to ensure we meet and/or exceed customer expectations on the Redpanda operation. These may be customer focused areas related to configuration, hardware, documentation, product, or requests for features Work with engineering to drive and solve customer challenges from creation through resolution Partner with product engineering groups on periodic root cause analysis on customer issues, and distill lessons learned for the rest of the organization Build tools & services
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