​This is a full-time, remote Senior Technical Support Engineer role at Cribl, a company that provides a data engine for IT and Security, helping organizations manage and control their observability data (handling 100s of TB and PB of data). This is a highly technical, enterprise-focused support role requiring expertise in distributed systems, cloud platforms, and Linux.

• ​Location: Remote – United States.
• ​Salary Range: $104,000 – $163,000 (dependent on geographic location and experience).
• ​Experience Required: 5+ years’ experience supporting enterprise customers or working hands-on with distributed systems.
• ​Security Requirement: Top Secret Security clearance is listed as a requirement.
• ​Focus: Providing expert-level support for Cribl Stream and related products, troubleshooting complex technical issues involving Linux, AWS, Azure, and Networking.
• ​Key Duty: This position will require stand-by, on-call, or off-hours duties.

​As An Active Member Of Our Team, You Will: Investigation, Documentation, and Escalation

​The Senior Technical Support Engineer is a critical problem-solver responsible for end-to-end management of complex customer issues, maintaining customer satisfaction, and contributing to the internal knowledge base.

• ​Deep Technical Ownership: Develop a deep technical understanding of Cribl Stream and other products.
• ​Support Delivery: Provide extraordinary technical support to Enterprise customers across various channels (Slack, email, online meetings).
• ​Problem Resolution: Research, diagnose, troubleshoot and identify solutions to resolve customer issues.
• ​Process & Escalation: Follow standard procedures for reproducibility and escalation of unresolved issues to the appropriate internal teams.
• ​Communication: Provide prompt and accurate feedback to customers, set achievable expectations, and ensure proper recording and closure of all issues.
• ​Knowledge Contribution: Provide and document knowledge in the form of knowledge base tech notes, articles, and participate in real-time forums.
• ​Availability: Required to participate in stand-by, on-call, or off-hours duties.

​Required Technical Expertise and Qualifications

​The role demands expert-level troubleshooting skills combined with deep experience in the foundational technologies that support distributed observability data platforms.

• ​Core Experience: 5+ years’ experience supporting enterprise customers or working hands-on with distributed systems.
• ​Security Clearance: Top Secret Security clearance is mandatory.
• ​Technical Foundation: Experience with Linux, AWS, Azure, and Networking.
• ​Problem-Solving: Expert-level troubleshooting, problem-solving skills, and critical thinking.
• ​Communication: Excellent client-facing skills, and excellent written and verbal communication skills.
• ​Education: BS degree in Computer Science or similar degree, or equivalent work experience.
• ​Preferred Qualifications (Bonus Points):
  • ​Experience with Splunk, Elasticsearch, LogStash and/or other related observability technologies.
  • ​Regex and JavaScript experience.