• Develop a deep technical understanding of Cribl Stream and our other products • Provide extraordinary technical support to our Enterprise customers and across various channels such as Slack, email, online meetings, etc. • Research, diagnose, troubleshoot and identify solutions to resolve customer issues • Follow standard procedures for reproducibility and escalation of unresolved issues to the appropriate internal teams • Provide prompt and accurate feedback to customers, set achievable expectations, and ensure proper recording and closure of all issues • Provide and document knowledge in the form of knowledge base tech notes, articles and participate in real-time forums (e.g., Slack) for real-time questions • This position will require stand-by, on-call, or off-hours duties

• Assist with product demos and help move prospects through the sales process. • Provide technical support. • Be available to respond to inbound interest generated by marketing campaigns. • Conduct or assist with customer and prospect demos. • Ask discovery questions to understand customer needs and business processes. • Troubleshoot customer questions related to POS usage, workflows, basic setup, and common operational issues. • Explain product features in a clear, friendly, and practical way. • Document common customer questions, demo feedback, and support scenarios. • Help ensure each customer interaction is handled by someone knowledgeable, personable, and solution-oriented.

• Resolve software problems by identifying the root cause of reported public safety application incidents • Gather precise application data to assist Engineering teams with code fixes and defect classification • Implement configuration workflows that help to ensure customer technical configurations align with their operational goals • Work dynamically across Support, Product Management, Engineering, and Customer Success groups • Analyze customer relationships across internal departments to deliver a collaborative approach to application maintenance • Participate in an on-call rotational schedule to provide support for mission-critical software systems during off-hours

• Own high-severity, post-sales technical escalations from intake through resolution or engineering handoff. • Get on calls with customers, pull logs, and communicate with the customer about leading theories. • Build engineering handoff packages that require minimal follow-up questions: reproducible case, log evidence (timestamps, node IDs), version matrix, impact scope, what's already been ruled out, and a proposed engineering team to own the fix. • File and track issues for confirmed bugs, keeping the ticket/issue link intact so engineering retains full customer context. • Monitor for patterns across escalations to catch recurring or systemic issues early; translate what you learn into product improvements, tooling, and runbooks that raise the technical bar for the whole Support org. • Partner with Support, CSE, and Product/Eng, while staying within this team's scope.