Cribl - Springfield, IL
posted 6 months ago
Cribl is a rapidly growing, remote-first company that is dedicated to providing exceptional support to its customers and partners. As a Senior Technical Support Engineer, you will play a crucial role in ensuring customer success by delivering enterprise-level support. The company is known for its innovative approach to observability data, empowering organizations to gain unprecedented control and intelligence over their real-time data. Cribl's products are trusted by some of the largest names in various industries, processing vast amounts of IT and Security data. In this position, you will join a highly technical and collaborative team that values quality software delivery and a positive work environment. The ideal candidate will possess strong technical skills, a passion for helping customers, and a collaborative spirit. In this role, you will develop a deep technical understanding of Cribl Stream and other products, providing extraordinary technical support to enterprise customers through various channels such as Slack, email, and online meetings. You will be responsible for researching, diagnosing, troubleshooting, and identifying solutions to resolve customer issues. Following standard procedures for reproducibility and escalation of unresolved issues to the appropriate internal teams will be essential. You will also provide prompt and accurate feedback to customers, set achievable expectations, and ensure proper recording and closure of all issues. Additionally, you will document knowledge in the form of tech notes and articles and participate in real-time forums for immediate questions.