Technical Support Engineer, Kentik
$140-165k
+ Stock Options
Network observability, security, and performance
Be an early applicant
Network observability, security, and performance
201-500 employees
Be an early applicant
$140-165k
+ Stock Options
201-500 employees
Company mission
To provide clients with an infrastructure visibility solution to make their business-critical operations run seamlessly.
Role
Who you are
- 4+ years experience in a customer-facing technical support position or similar role
- Customer obsessed mindset
- Strong written and verbal communication skills; must be able to articulate highly complex technical topics and ideas clearly, concisely, and effectively
- Strong demonstrable experience troubleshooting highly complex technical issues
- Strong demonstrable experience with TCP/IP and Internet routing protocols (IPv4/v6, BGP, MPLS, ISIS, OSPF, HTTP, DNS, etc.)
- Strong demonstrable experience with network monitoring suites (Netflow, J-Flow, sFlow, IPFIX, SNMP, streaming telemetry, syslog, SNMP Traps, etc.)
- Demonstrable experience with popular network vendor CLI’s (Cisco, Juniper, etc.)
- Demonstrable experience with popular cloud service provider networks (AWS, Azure, GCP, OCI, etc)
- Working experience programming/scripting (Python, Bash, Ruby, PHP, Perl, etc.)
- Working experience with APIs, maintaining RESTful code
- Working experience in network and routing security (DDoS mitigation/scrubbing, Firewalls, Security Groups, NACLs, microsegmentation, RPKI)
- Working experience in creating and analyzing traffic packet captures (tcpdump, Wireshark, etc.)
- Working experience with Linux/UNIX and container systems administration
- Experience with CDN architectures (Anycast, OTT, GSLB, etc.)
- Experience with synthetic/network performance testing
- Experience working with relational databases (PostgreSQL, MySQL, etc.)
What the job involves
- At Kentik, we strive to take amazing care of our clients and partners and proactively do everything within our power to ensure that they get the maximum value out of our products and services
- It is our goal to build and maintain long lasting relationships with our clients, and truly become a strong technical advisor and partner
- The Technical Support Engineering role is responsible for providing the front line technical advice and assistance to existing Kentik customers
- Technical Support Engineers work directly with our customers to troubleshoot and resolve highly technical issues as well as work to identify platform bugs and handle new inbound customer feature requests
- This role also requires extensive collaboration with multiple teams within Kentik such as Customer Success Management, Platform Deployment, Network Intelligence Advisory, Product, and Engineering teams responsible for developing and maintaining the Kentik platform
- This is truly an exciting opportunity for a motivated individual looking to join a rapidly growing global team of engineers, and that has significant career path growth potential within the organization
- Own inbound customer support cases and seeing them through to resolution
- Correspond to customers within defined SLA’s in a timely, accurate, and efficient manner
- Proactively work to escalate customer issues
- Create and maintain technical documentation
- Participate in the on-call rotation
- Collaborate with internal teams on newly identified bugs, incidents, and customer feature requests
- Work closely with Customer Experience teams, Account Executives, Solutions Engineers, and Product to ensure customers achieve maximum value from the Kentik platform
Our take
The rise in internet use has resulted in an often unmanageable amount of network traffic across websites, data centers, and most recently cloud services. The resulting mass of information from this is problematic to interpret and thus difficult to use for troubleshooting and engagement insights.
Kentik provides an integrated network monitoring dashboard for enterprises that helps provide visual data illustrations and insights based on traffic. This allows administrators to identify bottlenecks in their networks, whilst providing opportunities to provide cyber protection and monitor customer experiences.
The Kentik dashboard’s approach to network management is unique due to its focus on the visualization of information. This allows insights regarding network limitations and bottlenecks to be understandable and manageable to enterprises regardless of whether staff has knowledge in networking data.
Freddie
Company Specialist at Welcome to the Jungle
Insights
10% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Oct 2021
$40m
SERIES C
May 2020
$23.5m
LATE VC
Total funding: $101.7m
Company benefits
- Dental and vision insurance
- Parental leave
- Stock options
- Flexible paid time off
- 401k plan
- Work from home opportunities
- Health insurance
Company HQ
Financial District, San Francisco, CA
Leadership
Avi Freedman
(CEO)Avi started their career as a Systems Administrator at United Engineers and Constructors, prior to spending 10 years as CEO of Netaxs Internet Services. They founded readnews.com and left their role as CTO of ServerCentral to co-found Kentik in January 2014.
Justin Biegel
(COO)Justin spent almost 4 years as VP of Business Development at InvisbleHand Networks before working as a University of Maryland Researcher for 2 years. After 3 years at Internap, they co-founded Kentik 2014 and serve as COO.
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