Being the cybersecurity partner of choice, protecting our digital way of life.
Your Impact
Here's a breakdown of what your role entails and the qualifications required:
- Escalation Management - Assume a leadership role in resolving high-priority escalations, and be the interface between Development Operations and support teams to orchestrate swift and effective resolutions
- Tool Development - Develop tools tailored specifically for the Technical Assistance Center (TAC), aimed at enhancing visibility, automating troubleshooting workflows, and alleviating the operational burden on our esteemed Engineering/DevOps cohorts
- Post-mortem Analysis - Harness the power of data-driven insights as you meticulously dissect and analyze the resolution of escalated issues, leveraging these findings to drive iterative improvements in product robustness and support workflow efficiency
- Proactive Monitoring - Anticipate and preempt potential issues through the implementation of predictive monitoring frameworks, enabling proactive interventions to mitigate risks, bolster uptime, and ensure an unparalleled level of service reliability for our valued customers
- TAC Enablement - Deliver structured training sessions to empower our TAC teams with advanced troubleshooting techniques, deep insights into product intricacies, and proficient utilization of tools, thereby enhancing their ability to swiftly and adeptly address customer inquiries and challenges
Your Experience
- Strong Networking Background - Demonstrate mastery in the intricacies of networking protocols, including but not limited to BGP routing, IPSec, and TLS, enabling you to navigate complex network architectures - Should be very comfortable with looking at packet captures with tools like tcpdump or Wireshark
- Certifications like PCNSE/CCNP/CCIE or equivalent are a plus.
- Cloud Experience - Proficiency in the utilization of cloud services offered by industry leaders like AWS and GCP, leveraging your expertise within the realm of cloud security
- Database Knowledge - Possess a nuanced understanding of database technologies, encompassing SQL, MongoDB, and Redis
- Linux Troubleshooting - Exhibit advanced proficiency in the troubleshooting of Linux-based systems, leveraging sophisticated diagnostic tools such as gdb to delve into kernel-level
- Scripting and Automation - Expertise in scripting languages like Python to develop robust automation frameworks, thereby enhancing operational efficiency
- Monitoring Tools - Demonstrate familiarity with an array of monitoring tools, including but not limited to Grafana, ElasticSearch, and Kibana, leveraging these platforms to gain real-time insights into system performance and facilitate proactive interventions to address emerging issues
- Organizational Skills - Showcase impeccable organizational prowess as you adeptly manage individual tasks and coordinate collaborative efforts within the fast-paced and dynamic environment of technical operations, ensuring optimal efficiency and synergy across teams
- Communication - Possess exceptional written and verbal communication skills, enabling you to effectively articulate complex technical concepts and collaborate seamlessly with diverse teams and stakeholders across organizational boundaries
All your information will be kept confidential according to EEO guidelines.
