Technical Support Engineer

Kentik is the network intelligence platform for modern infrastructure teams. Unlike traditional monitoring and observability tools, we demystify complex network operations, enabling organizations to deliver applications and innovation at scale. Built by network experts to make critical insight accessible to every engineer, Kentik is the real-time source of truth that understands every network in context — from data center to cloud to the internet. This single platform unifies and correlates cloud, device, flow, synthetic data to turn telemetry into action. Market leaders like Akamai, Booking.com, Dropbox, and Zoom rely on Kentik to run, manage, and optimize their networks.

• Own inbound customer support cases and seeing them through to resolution
• Correspond to customers within defined SLA’s in a timely, accurate, and efficient manner
• Proactively work to escalate customer issues
• Create and maintain technical documentation
• Participate in the on-call rotation
• Collaborate with internal teams on newly identified bugs, incidents, and customer feature requests
• Work closely with Customer Experience teams, Account Executives, Solutions Engineers, and Product to ensure customers achieve maximum value from the Kentik platform

• 4+ years experience in a customer-facing technical support position or similar role
• Customer obsessed mindset
• Strong written and verbal communication skills; must be able to articulate highly complex technical topics and ideas clearly, concisely, and effectively
• Strong demonstrable experience troubleshooting highly complex technical issues
• Strong demonstrable experience with TCP/IP and Internet routing protocols (IPv4/v6, BGP, MPLS, ISIS, OSPF, HTTP, DNS, etc.)
• Strong demonstrable experience with network monitoring suites (Netflow, J-Flow, sFlow, IPFIX, SNMP, streaming telemetry, syslog, SNMP Traps, etc.)
• Demonstrable experience with popular network vendor CLI’s (Cisco, Juniper, etc.)
• Demonstrable experience with popular cloud service provider networks (AWS, Azure, GCP, OCI, etc)
• Working experience programming/scripting (Python, Bash, Ruby, PHP, Perl, etc.)
• Working experience with APIs, maintaining RESTful code
• Working experience in network and routing security (DDoS mitigation/scrubbing, Firewalls, Security Groups, NACLs, microsegmentation, RPKI)
• Working experience in creating and analyzing traffic packet captures (tcpdump, Wireshark, etc.)
• Working experience with Linux/UNIX and container systems administration
• Experience with CDN architectures (Anycast, OTT, GSLB, etc.)
• Experience with synthetic/network performance testing
• Experience working with relational databases (PostgreSQL, MySQL, etc.)

Kentik is a fully remote company that operates globally. We seek professionals that will help us thrive as an organization, and in turn, to broaden and enhance your career. We’re very thorough in the interview process to understand your skills and how they will relate to your successful growth here at Kentik. Our compensation philosophy encompasses a fair program for all in order to attract, engage and retain talented individuals who will drive our business and wow our customers.

The compensation range for this position is: $140,000 - $165,000. This range reflects the low and high end of the U.S. compensation range Kentik reasonably and generally expects to pay the hired candidate in this role. The actual compensation offered may be lower or higher than the stated range depending on various factors, including but not limited to:

• Experience with the skill sets required for success
• Demonstrated competencies and potential 
• A geographic market-based approach

In addition to a great career opportunity, Kentik offers stellar benefits for our employees, which include:

• 100% of premiums are paid by company for health, vision and dental coverage for you and your dependents
• Additionally, an annual Health Reimbursement Account (HRA) of $3,000 for an individual or $4,500 for a family
• Paid family & medical leave 
• Open PTO, a quarterly Wellness Day, and a minimum of 10 paid holidays
• 401(k) retirement account
• Home office reimbursement 
• Stock options

Note: Benefits are as listed for all US full-time employees. For compensation, international applicants will be treated equitably in relation to the laws applicable within the countries in which we operate.

The true meaning of Kentik is visibility. We’re committed to making sure everyone feels empowered to use their voice, has a sense of belonging, and is represented at Kentik. 

We don’t look for individuals who fit the culture, but those who will continue to add to the culture.
We encourage everyone to apply, especially those individuals who are underrepresented in the industry: people of color, LGBTQI+ community, women, individuals with disabilities (both seen and unseen), veterans, and people of any age or family status. 

Kentik is committed to creating an inclusive interview process. If you require a reasonable accommodation during the application or interview process, please reach out to [email protected].

Come as you are!
You will be working at a fast-growing, well-funded startup alongside industry thought leaders and network aficionados as we build the future of observability and set the high bar for how network operations and digital businesses should run. With a competitive salary and amazing benefits on top of the meaningful and challenging projects you’ll take on, we’re sure you’ll enjoy joining the Kentik team.

#li-remote