Compensation Overview

What You’ll Do

• Be a trusted advisor on product functionality for your customers and third-party vendors. 
• Drive resolution of complex issues with understanding of customer needs and concerns and deeper comprehension of product and issue relation.
• Strive to educate customers in ticket responses to ensure that they are getting the most out of our products.
• Create, update, and share documentation based on troubleshooting and new solutions
• Join calls with customers independently to gather information, walk through issues, and connect with customer
• Communicate with customers clearly, concisely, and professionally in both written and verbal communications
• Work with Product Management and Engineering to identify, reproduce, inform on, and resolve defects
• Consistently maintain timely communication with customers while maintaining case hygiene
• Participate in the team’s pager rotation, responding  to operational incidents as needed
• Respond to and resolve issues reported by internal or external customers by debugging, performing root cause analysis, and working closely with partner technical support or engineering as needed.
• Own the maintenance, upgrades, and performance of the hosted server fleet, while striving to minimize operational incidents

What You’ll Bring

• 3 years in a technical facing role, troubleshooting and resolving technical issues with a wide range of technologies
• Troubleshooting experience in the following areas: Windows, macOS, and Linux environments, Networking (TCP/IP, DNS, Wireshark, SSL), Third-party security agents, EDR preferred
• Experience in CentOS, Linux CLI, Python, Bash, Puppet, SaltStack, Terraform, Nginx, Event Forwarder, Solr and RabbitMQ performance command lines, preferred.
• Hands-on experience with VMware Carbon Black, Crowdstrike Falcon, SentinelOne, Microsoft Defender for Endpoint, Jamf Protect, and/or Elastic Endgame, and/or Palo Alto Cortex preferred. 
• Ability to deploy software (SCCM, JAMF, Batch), preferred.
• An understanding and ability to leverage infrastructure automation.
• Listening skills, with the ability to work across internal and external teams with competing priorities.
• Strong written and verbal communication skills with proven ability to initiate and manage relationships via email and phone.
• An understanding of how to prioritize and escalate customer issues to the appropriate internal team.
• An independent and self-sufficient mindset, focused on the needs of your customers and genuinely excited about forging a path forward when none exists.
• Willingness to do what’s right for the customer and be comfortable with difficult conversations.  
• A positive attitude and default to action. If you see something that may negatively impact the customer experience or team processes, you dive right in, isolate the issue, and ensure we do whatever it takes to eliminate it.