INACTIVE
Full-Time
Technical Customer Support Engineer
AI-driven cyber-threat detection
Data & Analytics
Cybersecurity
AI & Machine Learning
Junior
United Kingdom
Required Skills
TCP/IP
Bash
Python
Sales
SQL
Linux/Unix
Requirements
- 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
Responsibilities
- 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
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.
Company Stage
Series F
Total Funding
$352.5M
Headquarters
San Jose, California
Founded
2011
Growth & Insights
Headcount
6 month growth
↑ 0%1 year growth
↓ -2%2 year growth
↑ 18%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
INACTIVE