Technical Support Manager, Redpanda Data
Open-source data streaming platform
Open for applications
Open-source data streaming platform
101-200 employees
Open for applications
101-200 employees
Company mission
To build the best present and future of streaming data.
Role
Who you are
- 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
What the job involves
- 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
- 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
Our take
When dealing with real-time data streaming workloads, the simpler the infrastructure the better. RedPanda was developed as an alternative to the complex industry standard, Apache Kafka (which needed to be used in tandem with ZooKeeper). RedPanda’s Kafka-compatible platform increases businesses’ operational efficiency by allowing them to switch to a single platform.
Formerly known as Vectorized, the company launched the RedPanda in 2021, eventually renaming the company after the product. Its platform is already running on hundreds of thousands of machines, reliably enabling enterprises to continue to run the software that they’ve already invested in while addressing and eliminating past pain points with the status quo of data streaming infrastructures.
With funding under its belt, the company is expanding its marketing, research, and development, increasing its speed, reducing latencies, and adding features such as its RedPanda Cloud service. It is also focusing on limitless data retention, capturing the attention of developers, and resulting in the company’s substantial growth.
Steph
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 5 rounds)
Apr 2025
$100m
SERIES D
Jun 2023
$100m
SERIES C
Total funding: $265.5m
Company benefits
- Remote first: We’re a remote-first company that puts humans first. We advocate for working wherever you're most productive
- Comprehensive healthcare: We’ve got you covered with a mix of plans ranging from fully-paid medical, dental and vision, to premium coverage
- 401(k) matching: Our 401(k) plans let you save for your future. And for our US and UK employees — we match
- Unlimited PTO: Take time to relax and recharge. Option to select region-specific holidays. Our vacation policy puts you in control
- Home office & education reimbursement: $1,000 to gear-up your home office, $50 towards each wifi bill, $500 to invest in your learning and development annually
- Redpanda swag: Hands down the coolest swag in our industry! Your family will steal it. Guaranteed
Company HQ
Inner Richmond, San Francisco, CA
Leadership
Alexander Gallego
(Founder & CEO)Founder & previous CTO of Concord Systems, Inc. Previous Principal Software Engineer at Akamai Technologies, and was a Software Engineer at both YeildMo and FactSet Research Systems. Also worked as a REU - Student Researcher for the Polytechnic Institute of New York Univeristy.
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