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 necessaryImplementing fixes for issues, working alongside product engineering where necessaryProactively identifying and implementing features across our platform to increase the ability for customers and our support engineers to effectively identify and resolve problemsIdentifying and communicating customer feedback to relevant internal teams, helping to shape product improvementsMeeting and exceeding key performance metrics, including response times and customer satisfaction scoresCollaborating 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 environmentStrong troubleshooting skills, with the ability to diagnose and resolve complex technical issues efficientlyExcellent communication skills, with the ability to explain technical concepts to both technical and non-technical audiencesComfortable working in a fast-growing startup environment where adaptability and initiative are keyA 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 environmentsCoding in one or more JVM language (e.g. Java, Scala)
Perks and Benefits
Stock optionsUnlimited PTO + public holidaysTop-tier private health insurance packageLearning and development allowanceEmployee referral programClassPass membershipCompany-wide events and team socialsGifts at tenure milestonesOur office is dog friendly!
