Technical Customer Support Engineer
Posted on 3/8/2022

501-1,000 employees

AI-driven cyber-threat detection
Company Overview
Vectra's mission is to see and stop cyber threats before they become breaches. As the leader in AI-driven threat detection and response, Vectra helps organizations detect, prioritize, investigate, and respond to cyberthreats early in the attack progression.
United Kingdom
Experience Level
Desired Skills
Software Engineering
  • Strong experience supporting a global customer base
  • At least 2 years working in a technical support and/or escalation engineer role
  • Experience in diagnosis and resolution of complex customer issues
  • Experience troubleshooting in Linux-based systems, their management, operation and application stacks
  • Understanding of current security technologies and risks
  • Understanding of TCP/IP network protocols 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 and cloud environments
  • Support of cloud/SaaS Applications
  • English speaking required - Bilingual proficiency or Full professional proficiency
  • Working on a customer-facing 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)
  • Rotational on-call/out-of-hours support
  • Collaborate with your colleagues on investigations and escalations
  • Being the embodiment of a team player; cross functional collaboration and communication is vital
Desired Qualifications
  • Scripting/programming, especially in Python and the bash shell
  • Design and understanding of enterprise and data-center networks
  • Proactively identify problem areas and be responsible for driving their resolution
  • Good understanding of SQL and non-SQL databases
  • Good understanding of virtual environments
  • Good understanding of cloud environments
  • Experience in security appliances and security software
  • Experience in data interchange between dissimilar systems
  • Basic knowledge of: APIs, SAML and TLS