Support Engineer

Be one of the first members of the team that assists our Redpanda customers

We are building Redpanda, a real-time streaming engine for modern applications. Redpanda is used by Fortune 1000 enterprises pushing hundreds of terabytes a day, and by the solo dev prototyping a React application on her laptop. We go beyond the Kafka protocol into the future of streaming, with inline WASM transforms and geo-replicated hierarchical storage. Think of it as a data API platform that scales with you from the smallest projects to petabytes of data distributed across the globe.

We are on a mission to enable every developer to supercharge their real-time applications, and we are looking for engineers to support our SaaS offering to customers across the globe.

You Will

You will be one of the first members of our support team, with the mission to assist our customers with issues and questions they have about Redpanda:

  • Be the primary face of our organization to our customers on issues associated with Redpanda operation. These may be issues related to configuration, hardware, documentation, product, or requests for features.

  • Work with the rest of engineering to drive customer issues 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 lifecycles to trending on root causes.

  • Participate in on-call rotations to follow the sun in support of our customers.

You’ll be part of a diverse team with members in both US (New York City,
San Francisco, San Diego, Austin, Denver) and international locations, including Colombia, the United Kingdom, Russia, Poland, and growing!

You Have

  • 3+ years of experience in L3 support of enterprise products, with a significant focus on distributed systems

  • Proficiency in bash scripting and/or Python

  • Comfortable working with a 100% distributed engineering team

  • Strong experience with public cloud providers

  • Willingness to participate in an on-call rotation

  • Excellent written communication skills

  • A BS in Computer Science or equivalent experience

Nice to have

  • Proficiency with Go and/or Kubernetes

  • Experience supporting a SaaS platform

  • Experience supporting a streaming platform

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