Technical Customer Support Engineer
New
V
Vectra AICybersecurity
Remote, United StatesFull-TimeSenior
Salary$80,000 — $90,000 USD; Compensation includes competitive base pay, incentive plan eligibility, and participation in the employee equity plan (stock options).
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Job Details
- Experience
- At least 5 years working in a technical support and/or escalation engineer role.
- Required Skills
- PythonSQLLinuxTechnical support
Requirements
- At least 5 years of experience in a technical support and/or escalation engineer role.
- Experience diagnosing and resolving complex customer issues.
- Strong experience supporting an international customer base.
- Expertise in Linux-based systems, including their management, operation, and application stacks.
- Good understanding of current security technologies and risks.
- Excellent understanding of the TCP/IP network protocol suite, including packet capture analysis.
- Basic understanding of SQL and non-SQL databases.
- Some exposure to virtual environments.
- Some exposure to cloud environments and supporting cloud/SaaS applications.
- Ability to work as part of a geographically dispersed global Support team.
- Must be a U.S. Citizen.
- Desired: scripting or programming experience, especially Python and bash.
- Desired: experience with security appliances and security software, enterprise and data-center networks, and data interchange between dissimilar systems.
- Desired: demonstrated ability to use AI-enabled tools responsibly, validate AI-generated outputs, protect confidential information, and identify appropriate opportunities for AI and automation.
Responsibilities
- Work a customer-facing third-tier support queue.
- Diagnose customer issues in depth, including lab reproduction and source-code analysis.
- Quantify customer impact and prioritize solutions within and outside the Support team.
- Engage customers and Sales through email, telephone, and remote management sessions.
- Work with Engineering teams to provide timely, high-quality workarounds and solutions.
- Identify, qualify, and document product, hardware, software, and process improvements.
- Develop Support processes, tools, and documentation.
- Create customer-facing content, including knowledge-base articles and how-to guides.
- Collaborate with colleagues on investigations and escalations.
- Provide limited on-call support outside business hours, including weekends and national holidays.
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