Conduktor6mo ago

Technical Support Engineer

United StatesFull-timemid

Technical Support EngineerCustomer SuccessTechnical SupportCustomer

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Quick Summary

Overview

About Conduktor We build tools that truly unleash the power of Apache Kafka.

Technical Tools

Technical Support EngineerCustomer SuccessTechnical SupportCustomer

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.

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

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

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)

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