Full-Time

Technical Support Engineer

West

Confirmed live in the last 24 hours

Exabeam

Exabeam

501-1,000 employees

Cloud-native security operations platform provider

Data & Analytics
Cybersecurity
AI & Machine Learning

Mid

San Mateo, CA, USA

Required Skills
Python
Sales
Communications
Salesforce
Perl
JIRA
MongoDB
Linux/Unix
Google Cloud Platform
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 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

Exabeam provides a cloud-native Security Operations Platform, equipped with extensive features such as security log management, SIEM, behavioral analytics, and automated threat detection, all enhanced by AI and machine learning. This technologically adept environment, combined with a comprehensive suite of over 9,000 log parsers, 1,800 rules, and numerous behavioral models, positions the company at the forefront of the cybersecurity sector. Employees at Exabeam benefit from working in a dynamic field with high standards for security and innovation, making it an excellent place for professionals seeking growth in a leading-edge technological atmosphere.

Company Stage

Series F

Total Funding

$434M

Headquarters

Foster City, California

Founded

2013

Growth & Insights
Headcount

6 month growth

-10%

1 year growth

-6%

2 year growth

10%

Benefits

Competitive health packages to keep you in tip-top shape

Life insurance

Pre-tax Flexible Spending Accounts, 401(k)

Parental leave

Wellness and education

Flexible vacation