Technical Support Engineer

San Francisco, CA · Full Time - Posted by Darien Kindlund on November 7, 2018

Are you passionate about cybersecurity and enjoy talking with others about it? Have you previously supported security operations, incident response, and/or threat intelligence teams? Are you familiar with their big data challenges, as teams scale their operations? If yes, then help us change this industry and apply now!

As a Technical Support Engineer, you will possess a proven aptitude for learning new technologies and progressing your level of expertise constantly, in a proactive self-driven manner. You will be highly analytical with the ability to derive facts quickly, methodically, and accurately. This is a customer facing role. As such, you will work to solve product and network problems of low to medium complexity with the ability to escalate to our Engineering team. Furthermore, you must be able to effectively configure and utilize complex lab setups to duplicate and solve customer reported problems. Creative problem solving skills, resourcefulness, and the ability to work under pressure are key attributes.

You will own the following activities:

  • Responsible for responding to escalated customer support cases via Zoom/WebEx, phone, email, and chat
  • Use skills to troubleshoot and accurately document customer issues. Understand customer systems and configuration, identify problems, and recommend solutions.
  • Provide regular communication to the customer in a timely and professional manner
  • Author and own support documentation and knowledge base articles
  • Mentor and train less experienced colleagues
  • Become a recognized subject matter expert in Insight Engines products and services
  • Take ownership of customer issues when escalated by customers or management. Drive to resolve issues effectively, escalating cases to development teams where necessary
  • Participate in the testing of new product builds and releases
  • Identify potential product/process weakness, research potential fixes with relevant internal teams and management
  • Expect to spend approximately 80% of time troubleshooting customer issues

When applying, please tell us about some of your real world experience in providing technical support to cybersecurity and/or natural language products/services. Women, People of Color, Minorities, and LGBT candidates are encouraged to apply.

Qualifications

  • At least 1-2 years of operational knowledge managing and/or maintaining
    • Splunk deployments with search head clusters
      OR
    • any other equivalent large-scale big data platform (Elastic/HDFS/etc)
  • 2+ years’ experience working in Technical Support, and able to demonstrate systematic troubleshooting techniques
  • Ability to communicate effectively both verbally and in writing with customers as well as with internal engineers
  • Excellent time management and troubleshooting skills
  • Enjoy writing support documentation and knowledge base articles to address common issues
  • Eagerness to learn new technologies/skills
  • Highly proficient in Linux operating systems and comfortable working in command-line interfaces
  • Experience of in-depth log analysis using command line tools
  • Advanced knowledge of networking technologies, internetworking devices, and protocols
  • Intermediate level knowledge of Firewall, VPN, IDS, and related network security design and implementation
  • Must be able to read, write, and speak English fluently and idiomatically, including technical concepts and terminology
  • Data science and/or natural language processing knowledge is a plus (but not required)
  • Be a self-starter and flexible
  • Authorized to work in the United States
  • Work in our San Francisco office

Company Benefits

  • Open vacation policy
  • Health care insurance
  • Dental & vision insurance
  • Life insurance
  • Short-term & long-term disability insurance
  • Health care FSA
  • Transit & parking FSA
  • Lunch in the SF office
  • Flexible work hours
  • Holiday time off