As a Technical Support Engineer, you'll troubleshoot issues, provide user support, implement fixes, and enhance customer experience through feedback and process improvements.
About Conduktor
We build tools that truly unleash the power of Apache Kafka. Since getting started in 2020 we’ve been growing fast and we are already aiding thousands of developers to harness the power of their real-time data through supercharging productivity, driving efficiency, and accelerating project delivery. Now we are embarking on our next exciting chapter of growth. With hubs in London and New York, and teammates across the US, UK, and Europe, we're scaling globally and looking for people passionate about our mission to join us.
This role is based in our midtown Manhattan office, with a hybrid schedule of in-office collaboration on Mondays, Wednesdays, and Thursdays.
About the Role
As a Technical Support Engineer, you will be the frontline of customer interactions, ensuring a seamless experience for users by troubleshooting and fixing issues, resolving inquiries, and providing expert guidance on our platform. You will work closely with internal teams to resolve customer facing issues, identify and implement root cause fixes; and you will contribute to strategic improvements to our support tools and processes. This role is suited for an individual contributor who thrives in a fast-paced environment and enjoys problem-solving.
What will you be doing?
- Investigating and resolving technical issues with our product for our customers, escalating complex cases when necessary
- Implementing fixes for issues, working alongside product engineering where necessary
- Proactively identifying and implementing features across our platform to increase the ability for customers and our support engineers to effectively identify and resolve problems
- Identifying and communicating customer feedback to relevant internal teams, helping to shape product improvements
- Meeting and exceeding key performance metrics, including response times and customer satisfaction scores
- Collaborating with other support team members to continuously refine support processes and enhance the overall customer experience
What experience are we looking for?
- Proven experience in a technical support role, in a start-up or scale-up environment
- Strong troubleshooting skills, with the ability to diagnose and resolve complex technical issues efficiently
- Excellent communication skills, with the ability to explain technical concepts to both technical and non-technical audiences
- Comfortable working in a fast-growing startup environment where adaptability and initiative are key
- A customer-first mindset with a passion for delivering exceptional support experiences
Please have working knowledge in one or more of these areas:
- Apache Kafka, distributed systems, or modern data streaming technologies
- Administering and troubleshooting Kubernetes environments
- Coding in one or more JVM language (e.g. Java, Scala)
Perks and Benefits
- Stock options
- Unlimited PTO + public holidays
- Top-tier private health insurance package
- Learning and development allowance
- Employee referral program
- ClassPass membership
- Company-wide events and team socials
- Gifts at tenure milestones
- Our office is dog friendly!
Equal Opportunity Statement
Fostering an inclusive environment is vital to us, and we want to bring onboard people who share our values. We admire those who love collaborating, strive to learn, and are excited by our mission. If you are interested in this role, we would love for you to apply! Conduktor is an Equal Opportunity Employer. All applicants are considered regardless of race, ethnicity, national origin, religion, sex, gender identity, sexual orientation, age, mental or physical disability, marital status, protected veteran, or parental status. Learn more about our values through our careers page, and find our latest news on LinkedIn.
Conduktor New York, New York, USA Office
Conduktor is based in the trendy West Village with plenty of restaurants, bars, and cafes surrounding it to enjoy. The office is easy to get to, and there is a mix of team members living in and outside of New York.
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