Full-Time

Technical Customer Support Engineer

Central

Confirmed live in the last 24 hours

Vectra

Vectra

501-1,000 employees

AI-based network detection and response solutions

Cybersecurity
AI & Machine Learning

Compensation Overview

$65k - $95kAnnually

+ Incentive Plan + Employee Equity Plan

Senior

Remote in USA

Remote-based position located in the United States.

Category
Customer Support
Customer Success & Support
Required Skills
TCP/IP
SQL
Linux/Unix
Requirements
  • Strong experience supporting an international customer base.
  • At least 5 years working in a technical support and/or escalation engineer role.
  • Experience in diagnosis and resolution of complex customer issues.
  • Expertise in Linux-based systems, their management, operation and application stacks.
  • Good understanding of current security technologies and risks.
  • Excellent understanding of TCP/IP network protocol suite including packet capture analysis.
  • Basic understanding of SQL and non-SQL databases.
  • Able to work as part of a geographically dispersed global Support team.
  • Initiative to proactively identify new issues and drive their resolution.
  • Some exposure to virtual environments.
  • Some exposure to cloud environments and support of cloud/SaaS applications.
Responsibilities
  • Working a customer-facing third-tier support queue.
  • Deep diagnosis of customer issues, including lab reproduction and source-code analysis.
  • Quantifying customer impact and prioritizing solutions both within and external to the Support team.
  • Engaging with both customers and the Sales organization through email, telephone and remote management sessions (e.g. WebEx, Zoom, GotoMeeting).
  • Engaging with Engineering teams to provide prompt and high-quality workarounds and solutions.
  • Identifying, qualifying and documenting product, hardware, software and process improvements.
  • Developing Support processes, tools and documentation to further grow the Support organization.
  • Developing customer-facing content (e.g. knowledge-base, how-to guides).
  • Limited on-call/out-of-hours support for weekends/national holidays.
  • Collaborate with your colleagues on investigations and escalations.
  • Being the embodiment of a team player; cross functional collaboration and communication is vital.

Vectra.ai specializes in AI-based network detection and response (NDR) solutions, focusing on real-time security for cloud environments, SaaS platforms, data centers, and enterprise infrastructures. Its main product, the Cognito platform, integrates with various security tools to capture network metadata and enhance it with machine learning-derived security intelligence. This allows for automatic detection of cyber threats and prioritization of compromised devices. Vectra.ai differentiates itself from competitors by offering a comprehensive solution that adapts to evolving security needs, enabling security teams to focus on critical incidents. The company's goal is to empower organizations to effectively detect and respond to cyber threats, thereby enhancing their overall security posture.

Company Stage

Series F

Total Funding

$342.7M

Headquarters

San Jose, California

Founded

2011

Growth & Insights
Headcount

6 month growth

-1%

1 year growth

0%

2 year growth

0%
Simplify Jobs

Simplify's Take

What believers are saying

  • The appointment of experienced executives from industry giants like Google and Palo Alto Networks positions Vectra.ai for strategic growth and innovation.
  • Recognition on the CRN AI 100 list underscores Vectra.ai's leadership and commitment to AI-driven cybersecurity solutions.
  • Strategic partnerships and distribution agreements, such as with Westcon-Comstor and Mindware, expand Vectra.ai's market reach and customer base.

What critics are saying

  • The rapid adoption of Generative AI tools introduces new threat vectors that Vectra.ai must continuously adapt to, posing a challenge to maintaining robust security.
  • The competitive landscape in AI-driven cybersecurity is intense, with numerous players vying for market share, which could impact Vectra.ai's growth.

What makes Vectra unique

  • Vectra.ai leverages AI to provide real-time network detection and response, setting it apart from traditional cybersecurity solutions that rely on manual processes.
  • The Cognito platform's integration with various security tools like EDR, SIEM, and firewalls offers a comprehensive security solution, unlike competitors with more siloed approaches.
  • Vectra.ai's focus on hybrid attack detection and response, especially with the launch of the 24x7 open MXDR service, addresses the unique challenges of modern hybrid environments.

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Benefits

Family Medical Leave

Flexible Work Schedule

Remote Work Program

Health Insurance & Wellness Benefits - Dental Benefits, Disability Insurance, Flexible Spending Account (FSA), Health Insurance Benefits, Life Insurance, Vision Benefits

401(K)

Employee Stock Purchase Plan

Paid Holidays

Paid Sick Days