Senior Technical Support Engineer
United States
Customer Success – Tech Support /
Full-time /
Remote
Company Background
The ThreatConnect Platform, built on an industry-leading threat intelligence platform, enables security teams to confidently forge their path to smarter security with intel-powered security operations. ThreatConnect enables the operationalization of cyber threat intelligence analysis and management, and by leveraging native automation, orchestration, and knowledge capture, it lets teams work smarter, faster, and better – together.
We offer a competitive benefits package with comprehensive insurance coverage, unlimited paid time off, and unique perks designed to help you meet your financial and personal goals.
We are committed to offering an employment experience and benefits package that enables you and your family to grow with us and share in our success. We love to recognize our employees who have gone above and beyond.
Job Description
We're looking for a talented and experienced Senior Technical Support Engineer who can hit the ground running in a fast-paced and quickly evolving environment. The position will report to the Director of Customer Support and will provide solutions based support to the company’s most important customers. The right candidate will bring the technical skills required to deploy, troubleshoot, and support the ThreatConnect product, related technologies, and integrations. Support Engineers are the front line in getting and keeping ThreatConnect customers up and running in a quick and impactful way and support them technically through the lifetime of the customers with ThreatConnect. This Engineer's expertise, combined with their ability to work with various teams onsite or remotely with the customer, allows them to ensure that customer relationships start off on the right foot and are sustained for the long haul.
About You
You are highly motivated and work well in a fast-paced environment. In order to provide such an elite service, the ThreatConnect Customer Support team requires highly motivated individuals who love to tinker and solve problems as a team and individually alike.
You are tech-savvy and love working with customers. You want to help our clients reach their full potential with our software. Whether it is helping with a new release, working on diagnosing and fixing a complex technical problem with the software or with the customer’s infrastructure, or proposing a better way to customize and use the products, you want to be there for our clients.
You think of Technical Customer Support first, but are willing to step up for other technical needs. Between debugging and solving complex technical problems with the software and the customer’s infrastructure, you are ready to step up for other needs. The needs may include debugging a deployment or stepping up and deploying the latest version of the software for a customer in a linux based environment if it is a need of the time and situation.
You have excellent communication skills and a problem-solving mindset. You believe that strong written and oral communication skills are just as vital as technical expertise and critical thinking ability.
In this role, you’ll get to…
- Provide support to customers throughout installation, upgrade, and day-to-day use across a variety of browsers and operating systems (Primarily Linux)
- Demonstrate a firm grasp of networking technologies (firewalls, routers, switches) and network protocols (TCP/IP, DNS, SMTP, etc.), Databases, and other third-party components (e.g. Splunk) by identifying and troubleshooting potential issues affecting product operations
- Diagnose application behavior as communicated by customers or captured via code output, system logs, Java stack traces, Thread Dumps, etc.
- Work within customer environments across a variety of teams (IT, Networking, Security/Compliance, etc.) to ensure that ThreatConnect can be deployed as required in lab, QA, development, and production environments
- Coordinate scheduling and availability with internal teams and external partners/customers
- Work through complex customer use cases and isolate core issues, whether they are rooted in product, technical, process, or user causes
- Identify customer pain points and communicate needs with appropriate internal parties
- Articulate and submit product feedback to the Product Management team based on customer needs
- Contribute to the prioritization and communication of customer pain points in a timely fashion
- Work with other Customer Success, DevOps, and Engineering teams to implement scaling efforts (automation, platform performance diagnosis, proposing infrastructure scaling to address performance issues) as required by our customer base
- Stay up to date on the latest ThreatConnect platform, integration offerings, and features
- Work remotely or travel if necessary to debug and solve complex problems with the software and customer’s infrastructure
In the first month, we’ll expect you to…
- Focus on learning the ThreatConnect platform and functionality. Complete all the available platform training modules
- Shadow senior teammates to understand the workings of the role and help them with solving technical issues for customers offline or on video calls with customers
- Have the ability to diagnose customer issues based on logs and stack traces sent by customers
- Communicate within and outside of ThreatConnect to understand issues and negotiate and plan solutions
At 3 months we’ll expect you to…
- Have a reasonably good understanding of the ThreatConnect platform
- Diagnose and solve medium to high-complexity technical problems for customers, independently
- Help customers with functionality-related questions and problems with other team members or independently
At 6 months we’ll expect you to…
- Have a deep-level understanding of the ThreatConnect platform
- Be able to perform complex software debugging and solving of highly complex problems
At 12 months we’ll expect you to…
- Have an in-depth and end-to-end understanding of the ThreatConnect platform
- Be able to independently lead very complex projects for new and existing customers
Required Qualifications
- Bachelor's Degree in Computer Science, Information Systems, or related discipline OR equivalent experience
- 7+ years of total experience AND 3+ years of customer-facing experience in the computer network security industry
- Organization skills to manage and coordinate a schedule with multiple competing stakeholders
- Expert Level knowledge of Linux Operating Systems
- Understanding of Java Software environment, Java Virtual machines, and diagnosing methodologies
- Excellent knowledge of a wide variety of security solutions and technologies, including deploying, debugging, and troubleshooting: JBOSS, MySQL, Postgres, SAP HANA, Linux, Windows Server, Network Architecture/implementation/configuration experience, Firewall technologies, proxy technologies, SSL Certificates
- Comfortable following written technical instructions for various technologies and identifying/pursuing fixes as needed
- Customer-facing skills to ensure proper communication when diagnosing and solving technical problems
- Experience supporting and troubleshooting custom enterprise software. Jira experience preferred
- A passion for problem-solving and an eagerness to learn new technologies/skills
- Excellent verbal and written communication skills, with the ability to discuss abstract or technical concepts
- The ability to work with internal and external parties spanning a range of positions and technical expertise
- Organizational skills, and a “self-starter” mentality as well as great attention to detail
- Time management, multitasking skills, and the ability to work with little supervision
- A self-starter mentality with the ability to work autonomously
Desired Qualifications
- Experience with Atlassian Jira
- Knowledge of SIEMs (e.g. Splunk)
About the Team
- Our team has a deep-rooted culture of collaboration
- We have constant and honest communication, a passion for customer support, and an understanding of the differences among people
- We believe that respect, accommodation, understanding the human factor, and flexibility are the cornerstones of our team culture
- We are spread across various states in the US and throughout Europe
This Job is Awesome Because…
- You get to work with one of the top companies and teams in the cybersecurity space
- You will be a part of the growth of an already successful organization
- You will be exposed to and work with Fortune 500 customers in various business domains
Work-Life Balance
- Unlimited Paid Time Off (PTO)
- Employee recognition program with quarterly awards
- Employee referral program
- Military leave options available
- Education reimbursement program for job-related college courses and professional training
Medical
- Medical premiums for individuals and families are 100% covered
- Prescription drug coverage
- Dental coverage
- Vision coverage
- Company-paid short term and long term disability
- Company-paid insurance and AD&D coverage
- Pet Insurance
Financial
- 401K retirement savings plan with company matching program
- Health Savings Account
- Flexible Spending Accounts (medical, dependent care, transit and parking)
- Cell phone stipend
- Paid Parental Leave
- Paid Bereavement Leave
Research shows that while men apply to jobs when they meet about 60% of job criteria, women and individuals from marginalized groups tend to apply only when they check every box. If you think you have what it takes but you’re not sure that you check every box, apply anyway!
