Technical Support Engineer
New
S
SpecterOpsCybersecurity software
Location: Remote, United States; This position is remote, based in the U.S.Full-TimeMiddle
Salary$100,000–$125,000 base salary annually, commensurate with experience.
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Job Details
- Experience
- Four or more years of technical support experience involving hands-on troubleshooting and customer communication.
- Required Skills
- PythonNetworkingTroubleshootingTechnical support
Requirements
- Have four or more years of technical support experience involving hands-on troubleshooting and customer communication.
- Communicate clearly with customers, explain complex technical issues to different audiences, and provide proactive updates and clear expectations.
- Break down unfamiliar problems, identify missing evidence, and make progress using sound troubleshooting judgment.
- Understand enterprise IT environments and general security principles, including configuration, permissions, authentication, and connectivity issues.
- Have working knowledge of networking concepts and investigate connectivity between customer environments and the application.
- Interpret logs and error messages and inspect API requests and responses to investigate problems.
- Be familiar with reading PowerShell and Python scripts and query examples, and be willing to build those skills.
- Manage competing support priorities, work independently, and recognize when to involve others.
- Be willing to learn BloodHound, related technologies, and new troubleshooting approaches.
- Successfully complete a criminal background investigation.
- Participate in regular U.S. business hours and a rotating on-call assignment covering nights, weekends, and holidays during the assigned rotation.
Responsibilities
- Own technical support cases from initial response through resolution and keep customers informed.
- Gather context, interpret logs and errors, test hypotheses, and distinguish environmental or configuration problems from potential product defects.
- Troubleshoot BloodHound Enterprise across SaaS and on-premises deployments, including data collection and ingestion, authentication, connectivity, APIs, and application behavior.
- Help customers identify environmental dependencies and coordinate troubleshooting with their administrators and internal escalation partners.
- Guide customers through actionable troubleshooting steps and join troubleshooting calls when useful.
- Partner with Technical Account Managers to maintain continuity and share customer context.
- Escalate issues to Product and Engineering with diagnostic evidence, reproduction steps where possible, and an explanation of customer impact; stay engaged through resolution.
- Turn troubleshooting lessons into documentation and knowledge base articles and suggest support workflow improvements.
- Identify recurring issues, share customer feedback, and handle diagnostic data securely.
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