Technical Support Manager

Summary

Join Redpanda as a Technical Support Manager and lead a global team of Support Engineers, ensuring exceptional customer support for our streaming data platform. You will be the primary point of contact for customers, resolving technical issues, collaborating with engineering, and driving improvements to support infrastructure. This role requires strong leadership skills, experience in enterprise product support (especially distributed systems), and proficiency in Linux, Kubernetes, cloud platforms, and scripting. You will also participate in on-call rotations and foster strong relationships with the Customer Success team. Redpanda offers a fast-paced, 100% remote work environment with a global team.

Requirements

• 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

Responsibilities

• 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

Preferred Qualifications

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

Benefits

100% remote work environment