Deployment and Technical Support Engineer
Arlington, VA
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 Deployment and Technical Support Engineer who can hit the ground running in a fast-paced, quickly evolving environment. The position will report to Sr. 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. Deployment and Support Engineers are the front lines in getting ThreatConnect customers up and running in a quick and impactful way and supporting them technically through the lifetime of the customers with ThreatConnect. Their expertise, combined with their abilities to work with various teams onsite or remotely with the customer, allows them to ensure that customer relationships start off on the right foot.
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.
- 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 or working on fixing a problem, you want to be there for our clients.
- You think of the deployment first, but are willing to step up for other technical problems. Between deployments, you’ll be responsible for providing Technical Support to reported problems by ThreatConnect customers and innovating our deployment technology alongside our growing product and customer base.
- You have excellent communications skills and a problem-solving mindset. You believe that strong communication skills, both written and oral, are just as vital as technical expertise and critical thinking ability.
In this role, you’ll get to...
- Work remote or travel if necessary to conduct installation and configuration of ThreatConnect platform and its supporting technologies and integration
- 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
- Work with internal stakeholders to maintain and innovate existing deployment methods, technologies, and documentation as necessary
- Stay up to date on the latest ThreatConnect platform and integration offerings as they affect deployments as well as other technologies like Linux, RDBMS, PKI, Networking
- Coordinate scheduling and availability with internal teams and external partners/customers alike
- Provide deployment-related support as necessary regarding preparations, troubleshooting, etc
- Track data to identify patterns in deployments for eventual identification of common problems, product deficiencies, and future scheduling needs
- Coordinate deployment training with internal employees, partners, and customers as appropriate
- Provide support to customers throughout installation, upgrade, and day-to-day use across a variety of browsers and operating system (Primarily Linux)
- Demonstrate a firm grasp of networking technologies (firewalls, routers, switches) and network protocols (TCP/IP, DNS, SMTP, etc.) by identifying and troubleshooting potential network issues affecting product operations
- Diagnose application behavior as communicated by customers or captured via code output, system logs, Java stack traces, etc
- Work through complex customer use cases and isolate core issues, whether they are rooted in product, technical, process, or user causesIdentify customer pain points and communicate needs with appropriate internal parties
- Contribute to the prioritization and communication of customer pain points in a timely fashion
- Work with other Customer Success and Engineering employees to implement scaling efforts (automation, new tool integrations, reporting) as required by a growing customer base
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
In the first month we’ll expect you to…
- Focus on learning the ThreatConnect platform and functionality
- Focus on learning deployment (initial) and upgrade of ThreatConnect platform and required 3rd party components (e.g. Databases - MySQL or Postgres, OpenSearch, Redis)
- Shadow senior teammates to understand the workings of the role and help them with completing planned projects
- 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 good understanding of the ThreatConnect platform
- Able to perform low to medium-complexity deployments for customers, independently
- Able to help customers with functionality-related questions and problems with other team members or independently
At 6 months we’ll expect you to…
- Have a deeper level understanding of the ThreatConnect platform
- Able to perform complex software deployments in a high availability environment
At 12 months we’ll expect you to…
- Have an end-to-end understanding of the ThreatConnect platform
- Be able to independently lead very complex projects for new and existing customers
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, and flexibility are the cornerstones of our team culture
- We are spread across various states in the US and throughout Europe
Required Skills
- Bachelor's Degree in Computer Science, Information Systems, or a similar field or related discipline OR equivalent experience
- 10+ Years experience in Information Technology with in-depth exposure to and experience in deployments and configuration of software on Linux Operating Systems
- 3+ years of customer-facing experience in the computer network security industry
- Organization skills to manage and coordinate a schedule with multiple competing stakeholders
- Excellent knowledge of a wide variety of security solutions and technologies, including deploying and troubleshooting: JBOSS/Wildfly, MySQL, Postgres, SAP HANA, Linux, Windows Server, Network architecture/implementation/configuration experience, Firewall technologies, proxy technologies
- Expert Level and thorough knowledge of Linux Operating Systems in order to be able to deploy, configure and manage server environments and troubleshoot deeper Operating System level problems
- Expert level knowledge of PKI (Public Key Infrastructure), SSL and TLS to be able to configure customer environments and troubleshoot complex issues
- Thorough understanding of Java-based Application Server environments to deploy and configure customer environments and troubleshoot problems
- Good understanding and experience of working on the Java Virtual Machine environment
- Ability to configure different RDBMS environments including high availability configurations and troubleshoot problems
- Comfortable following written technical instructions for various technologies and identifying/ pursuing fixes as needed
- Customer-facing skills to ensure proper communication when preparing, conducting, and concluding onsite deployments
- 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
- Above average organizational skills, and a “self-starter” mentality as well as great attention to detail
- Above average time management skills and the ability to work with little supervision
- The ability to work with internal and external teams spanning a range of positions and technical expertise
- Above-average organizational skills, time management skills, and attention to detail
- A self-starter mentality with the ability to work autonomously
- The ability to diagnose issues and produce timely and effective solutions to those issues
Desired Skills
- Experience with Atlassian JIRA
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!
