Director of Customer Support, Redpanda Data
$160-220k
Salary is dependent on location
AI data infrastructure for the Enterprise
Job no longer available
AI data infrastructure for the Enterprise
101-200 employees
Job no longer available
$160-220k
Salary is dependent on location
101-200 employees
Company mission
To build the best present and future of streaming data.
Role
Who you are
- 10+ years of experience in customer support of enterprise products, with a significant focus on distributed systems
- Comfortable working with a 100% distributed team
- Strong experience with public cloud providers
- Willingness to participate in an on-call rotation
- Excellent written communication skills
Desirable
- Experience working with and administering/customizing Zendesk
- Experience with containerization
- Strong understanding of Linux troubleshooting commands and regular expressions (grep/awk/sed)
- Proficiency in bash scripting and/or Python
- Proficiency with Go and/or Kubernetes
- Experience supporting a SaaS platform
- Experience supporting a streaming platform and/or Apache Kafka
What the job involves
- We are looking for an accomplished and visionary Director of Customer Supportto lead and grow our support organization to meet the demands of our growing customer base. This role reports to the VP of Customer Success
- Be one of the first managing members of our support team, with the mission to drive the vision for a customer-centric support culture, prioritizing responsiveness, efficiency and continuous improvement
- Leverage previous experience of building a support function and understand how to bootstrap processes and procedures to build a world-class and scalable experience
- Understand intrinsically the need to be customer focused and be constantly challenging how we can improve customer experience
- Be data driven and use metrics and feedback to ensure that support is a forcing function for product quality improvement and content/knowledge improvement
- Be the primary face of our organization to our customers on issues associated with Redpanda operations. These may be issues related to configuration, hardware, documentation, product, or feature requests
- Work with engineering to drive customer issues from creation through resolution
- Partner with product groups on periodic root cause analysis on customer issues, and distill lessons learned for the rest of the organization
- Identify and implement state-of-the-art support technologies, tools and platforms to streamline support workflows and enhance efficiency
- Build a high-performing customer support team by recruiting top talent, fostering their professional growth, and providing ongoing training and development opportunities
- Participate in on-call rotations to follow the sun in support of our customers
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.
With its platform running on hundreds of thousands of machines, Redpanda supports users to run the software that they’ve already invested in while addressing and eliminating past pain points. Building on its success with data streaming, the company is now pioneering the "Agentic Data Plane", a new AI infrastructure feature that enables enterprises to connect AI agents with their data and systems.
With this new direction, Redpanda ensures it remains a key player in the industry - as it supports the new endeavours of its established customer base. Having raised strong funding in the past, the company has continued to expand marketing and R&D efforts to increase its reach and support its growth plans moving forward.
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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