Technical Customer Support Engineer
Posted on 3/8/2022
INACTIVE
Vectra

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.
Locations
United Kingdom
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Bash
Linux/Unix
Sales
SQL
Python
TCP/IP
CategoriesNew
Software Engineering
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