Technical Support Engineer
Posted on 3/27/2024
Exabeam

501-1,000 employees

Cybersecurity
Company Overview
Exabeam's mission is to light the way and unleash security teams and organizations by removing the obstacles of outdated tech, rigid mindsets, and talent shortages to make security success the norm.
Data & Analytics
Cybersecurity
AI & Machine Learning

Company Stage

Series F

Total Funding

$434M

Founded

2013

Headquarters

Foster City, California

Growth & Insights
Headcount

6 month growth

-8%

1 year growth

-3%

2 year growth

15%
Locations
San Mateo, CA, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Python
Sales
Communications
Salesforce
Perl
JIRA
MongoDB
Linux/Unix
Google Cloud Platform
CategoriesNew
Customer Success & Support
IT & Security
Cybersecurity
IT Support
System Administration
Requirements
  • 2-4 years of experience in a technical support function (knowledge of cybersecurity preferred)
  • BS/MS in Computer Science or related technical discipline (CISSP or other cybersecurity certification a plus!)
  • Experience with Linux
  • Knowledge in the following areas is a plus: Perl and shell scripting, Docker, ELK, Hadoop, MongoDB, CentOS, Docker, Virtualization, Kafka, GCP
  • Experience with Salesforce, JIRA and Datadog
  • Understanding of regular expressions (Regex) and Python scripting
  • Ability to isolate problems between hardware and software and provide information to appropriate development team(s)
  • Highly developed, process-oriented skills for troubleshooting, problem solving, and problem resolution
  • Must be able to work in a fast-paced technical environment and sophisticated cyber-security products with frequent product releases and updates
Responsibilities
  • Drive Critical Situations & Escalations Management end to end
  • Provide Weekly/Monthly Reporting of Severity/Priority 1 & Ticket Escalation Trends
  • Implement & Adopt Problem Management Practice, oversee root cause analysis process and post mortem activities
  • Collaborate with sales and customer success teams on addressing issues to minimize renewal and expansion risks
  • Collaborate with Engineering and Product Teams to prioritize key features and bug fixes to increase product quality and prevent recurrences of critical impacting issues
  • Develop, own, and drive action plan for escalations, serving as the central point of contact within Support for customer escalations
  • Monitor, review and report top support requests and escalations regularly and make recommendations for continuous improvement of product and processes
  • Development and Execution of Get-Well Plan: Understand all aspects of the situation and develop a clear scope and get-well plan
  • 100% ownership of the account escalation engagement and all activities that make up the get-well plan
  • Maintain disciplined and regular communications within accounts, from C-level executives to front line administrators, while building credibility through timely action and responsiveness during the account escalation.
  • Coordination with all internal subject matter experts and stakeholders, acting as the focal/decision point for all active customer activities pertaining to the account escalation