Senior Support Engineer

<div class="content-intro"><div style="line-height: 1.5;">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.</div> <div style="line-height: 1.5;">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.</div> <div style="line-height: 1.5;">Backed by premier venture investors Lightspeed, GV and Haystack VC, Redpanda is a diverse, people-first organization with teams distributed around the globe.</div> <div>&nbsp;</div></div><p><strong>About the Role:</strong><strong><em>&nbsp;</em></strong></p> <p>As a Technical Support Engineer at Redpanda, you will help our organization&nbsp; 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.</p> <p>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.</p> <p><strong>You Will:</strong><strong><em>&nbsp;&nbsp;</em></strong></p> <ul> <li>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</li> <li>Work with engineering to drive and solve customer challenges from creation through resolution</li> <li>Partner with product engineering groups on periodic root cause analysis on customer issues, and distill lessons learned for the rest of the organization</li> <li>Build tools &amp; services to create and improve support infrastructure, from issue life cycles to trending on root causes</li> <li>Participate in on-call rotations to follow the sun in support of our customers</li> <li>Ensure customer satisfaction through strong relationships with our Customer Success team</li> </ul> <p><strong>You Have:</strong><strong><em>&nbsp;</em></strong></p> <ul> <li>3+ years of experience in L3 support of enterprise products, with a significant focus on distributed systems</li> <li>Strong understanding of Linux troubleshooting commands and regular expressions (grep/awk/sed)</li> <li>Experience with deploying and troubleshooting applications in Kubernetes</li> <li>Strong experience with public cloud providers and containerization</li> <li>Proficiency in bash scripting and/or Python</li> <li>Willingness to participate in an on-call rotation</li> <li>Excellent written communication skills</li> <li>Comfortable working with a 100% distributed engineering team and remote first company</li> <li>Experience using AI tooling to automate repetitive tasks, or enhance troubleshooting</li> </ul> <p><strong>Nice to Have:</strong></p> <ul> <li>Proficiency with Go&nbsp;</li> <li>Experience supporting a SaaS platform</li> <li>Experience supporting a streaming platform</li> </ul><div class="content-conclusion"><p>Join Redpanda if you’d enjoy being part of a fast-moving, diverse, people-first organization with team members around the globe and a culture based on trust, transparency, communication, and kindness. You'll dive into a nimble, high-impact team with the latest AI tools — and the budget to actually use them.</p> <h6 style="padding-left: 520px;"><em>&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;#LI-Remote</em></h6></div>