Being the cybersecurity partner of choice, protecting our digital way of life.
Our Approach to Work
Your Career
You will work firsthand with our valued customers to address their complex post-sales concerns where analysis of situations or data requires an in-depth evaluation of many factors. You’re a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. You’ll enjoy networking with key contacts outside your area of expertise, with a strong capability of detailing complex technical issues to non-technical and technical professionals.
You will regularly participate in technical discussions with multi-functional teams, creating an environment of transparency that ultimately leads to better products, better working environments, and better cybersecurity. Your quick thinking and support to our clients provide the fast assistance they need to keep their environments secure – which means you’ll need to move quickly and thoughtfully and provide technical assistance as needed (often in high-pressure situations).
Your Impact
Provide Technical Support to customers and partners
Provide technical services, including writing scripts, troubleshooting, and best practices to customers
Respond to user-reported issues in adherence to established Service Level Agreements
Perform advanced troubleshooting at the application and OS levels, using your knowledge and relevant expertise
Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed on time
Provide fault isolation and root cause analysis for technical issues
Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
Provide on-call support on an as-needed basis
Work with our Engineering team and influence the operability of the product
Able to effectively communicate to all levels and stakeholders - internally and externally on complex technical issues
Identify the area of fault (code, environment, or configuration) and work with the appropriate team(s) to implement the fix
Provide timely feedback into the development process on customer-reported product problems
Document actions to effectively communicate information internally and to customers
Facilitate root cause investigations and manage the implementation of corrective and preventative measures
Your Experience
At least 5 years of experience as a Support Engineer
Experience in Linux and scripting (JS, Python, or PowerShell)
Experience understanding malware, exploits, operating system structure, and behavior
Experience with Bash scripting and Python is a plus
Strong ability to independently troubleshoot, reproduce issues and identify possible workarounds in broad, complex, and unique environments with mixed applications and protocols required
Knowledge of Cloud infrastructure a plus
Required basic networking knowledge - Ability to independently debug broad, complex, and unique environments with mixed applications and protocols
All your information will be kept confidential according to EEO guidelines.
The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/commissioned roles) is expected to be between $94,200/yr to $152,450/yr. The offered compensation may also include a bonus. A description of our employee benefits may be found .
