Offer summary

Qualifications:

Minimum of 3 years experience in Level 3 support of enterprise products, focusing on distributed systems., At least 2 years of leadership experience supporting technical support teams in customer-facing roles., Strong knowledge of Linux troubleshooting commands and regular expressions., Proficiency in scripting languages like Bash and Python, and experience with Kubernetes and cloud services..

Key responsibilities:

Lead and manage a team of Support Engineers to ensure excellent customer support.

Collaborate with engineering teams to resolve customer issues and perform root cause analysis.

Develop tools and processes to improve support efficiency and knowledge management.

Maintain strong customer relationships and participate in on-call support rotations.

Job description

We are a team of doers, seasoned engineers, hackers and builders, working on the future of streaming data.

Funded by premier investors including GV and Lightspeed, Redpanda is building the streaming data platform for developers. We’re evolving streaming beyond the Apache Kafka® protocol into a unified “engine of record” that delivers a categorical reduction in complexity, wicked-fast performance, onboard Wasm transforms, and transparent tiered storage that gives consumers access to both real-time and historical data from a single API.

About the Role:

As a Technical Support Manager 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 lead a team of globally distributed Support Engineers 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.

You will use your technical expertise to assist in case resolution providing world class customer support and you will use your leadership experience to support the teams overall efforts as we scale, become more efficient and refine processes. With these responsibilities you will help Redpanda Support grow and support 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 and processes to improve support infrastructure, knowledge management and efficiency
Participate in on-call rotations to follow the sun in support of our customers
Ensure customer satisfaction through strong relationships with our Customer Success team
Lead a small team of Support Engineers and help

You Have:

3+ years of experience in L3 support of enterprise products, with a significant focus on distributed systems
2+ years of experience in a Support leadership role, with a focus on leading Technical Support Engineers in a customer facing environment
Strong understanding of Linux troubleshooting commands and regular expressions (grep/awk/sed)
Experience with deploying and troubleshooting applications in Kubernetes
Strong 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

Please highlight if applicable to you:

Experience supporting a SaaS platform
Experience supporting a streaming platform
Experience Leading a distributed remote team

Redpanda is used by Fortune 1000 enterprises pushing hundreds of terabytes a day, as well as by the solo dev prototyping a React application on her laptop. Think of it as a streaming data API platform that scales with you from the smallest projects to petabytes of data distributed across the globe.
Join Redpanda if you’d enjoy being part of a fast-moving, 100% remote organization with team members around the globe and a culture based on trust, transparency, communication, and kindness.