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Description

The ThreatConnect Platform, built on an industry-leading threat intelligence platform, enables security teams to confidently forge their path to smarter security with intel-powered security operations. ThreatConnect enables the operationalization of cyber threat intelligence analysis and management, and by leveraging native automation, orchestration, and knowledge capture, it lets teams work smarter, faster, and better – together. To learn more, please visit www.threatconnect.com.

About the Job

We're looking for a talented and experienced Technical Support Engineer who can hit the ground running in a fast-paced and quickly evolving environment. The position will report to the Director of Customer Support and will provide solutions-based support to the company’s most important customers. The right candidate will bring the technical skills required to deploy, troubleshoot, and support the ThreatConnect product, related technologies, and integrations.

Support Engineers are the front line in getting and keeping ThreatConnect customers up and running in a quick and impactful way and support them technically through the lifetime of the customers with ThreatConnect. Their expertise, combined with their abilities to work with various teams onsite or remotely with the customer, allows them to ensure that customer relationships start off on the right foot and are sustained for the long haul.

About You

  • You are highly motivated and work well in a fast-paced environment. In order to provide such an elite service, the ThreatConnect Customer Support team requires highly motivated individuals who love to tinker and solve problems as a team and individually alike.
  • You are tech-savvy and love working with customers. You want to help our clients reach their full potential with our software. Whether it is helping with a new release or working on diagnosing and fixing a complex technical problem with the software or with the customer’s infrastructure, or proposing a better way to customize and use the products, you want to be there for our clients. 
  • You think of Technical Customer Support first, but are willing to step up for other technical needs as well. Between debugging and solving complex technical problems with the software and the customer’s infrastructure, you are ready to step up for other needs. The needs may include debugging a deployment or stepping up and deploying the latest version of the software for a customer in a Linux-based environment if it is a need of the time and situation.
  • You have excellent communication skills and a problem-solving mindset. You believe that strong communication skills, both written and oral, are just as vital as technical expertise and critical thinking ability. 

In this role you'll get to...

  • Work remotely or travel if necessary to debug and solve complex problems with the software and customer’s infrastructure
  • Work within customer environments across a variety of teams (IT, networking, security/compliance, etc.) to ensure that ThreatConnect can be deployed as required in the lab, QA, development, and production environments
  • Stay up to date on the latest ThreatConnect platform, integration offerings and features
  • Coordinate scheduling and availability with internal teams and external partners/customers alike
  • Provide support to customers throughout installation, upgrade, and day-to-day use across a variety of browsers and operating systems (Primarily Linux)
  • Demonstrate a firm grasp of networking technologies (firewalls, routers, switches) and network protocols (TCP/IP, DNS, SMTP, etc.), Databases and other 3rd party components (e.g. Splunk) by identifying and troubleshooting potential issues affecting product operations
  • Diagnose application behavior as communicated by customers or captured via code output, system logs, Java stack traces, Thread Dumps, etc.
  • Work through complex customer use cases and isolate core issues, whether they are rooted in product, technical, process, or user causes
  • Identify customer pain points and communicate needs with appropriate internal parties
  • Articulate and submit Product Feedback to Product Management based on customer needs
  • Contribute to the prioritization and communication of customer pain points in a timely fashion
  • Work with other Customer Success, DevOps and Engineering employees to implement scaling efforts (automation, platform performance diagnosis, proposing infrastructure scaling to address performance issues) as required by our customer base

This Job is Awesome Because...

  • You get to work with one of the top companies and teams in the cybersecurity space
  • You will be a part of the growth of an already successful organization
  • You will be exposed to and work with Fortune 500 customers in various business domains

In the first month we’ll expect you to…

  • Focus on learning the ThreatConnect platform and functionality. Complete all the available platform training modules
  • Shadow senior teammates to understand the workings of the role and help them with solving technical issues for customers offline or on video calls with customers
  • Have the ability to diagnose customer issues based on logs and stack traces sent by customers
  • Communicate within and outside of ThreatConnect to understand issues and negotiate and plan solutions 

At 3 months we’ll expect you to…

  • Have a reasonably good understanding of the ThreatConnect platform
  • Be able to diagnose and solve medium to high-complexity technical problems for customers, independently
  • Be able to help customers with functionality-related questions and problems with other team members or independently

At 6 months we’ll expect you to…

  • Have a deeper level of understanding of the ThreatConnect platform
  • Be able to perform complex software debugging and solving of highly complex problems

At 12 months we’ll expect you to…

  • Have an in-depth and end-to-end understanding of the ThreatConnect platform
  • Be able to independently lead very complex projects for new and existing customers

About the Team

  • Our Team has a deep-rooted culture of collaboration
  • We have constant and honest communication, a passion for customer support, and an understanding of the differences among people
  • We believe that respect, accommodation, understanding the human factor and flexibility are the cornerstones of our team culture
  • We are spread across various states in the US and throughout Europe

Required Skills

  • Bachelor's Degree in Computer Science, Information Systems, or similar field or related discipline OR equivalent experience3+ years of customer-facing experience in the computer network security industry
  • Organization skills to manage and coordinate a schedule with multiple competing stakeholders
  • Expert Level knowledge of Linux Operating Systems
  • Understanding of Java Software environment, Java Virtual machines and diagnosing methodologies
  • Excellent knowledge of a wide variety of security solutions and technologies, including deploying, debugging and troubleshooting: JBOSS, MySQL, Postgres, SAP HANA, Linux, Windows Server, Network Architecture/ implementation/configuration experience, Firewall technologies, proxy technologies, SSL Certificates
  • Comfortable following written technical instructions for various technologies and identifying/pursuing fixes as needed
  • Customer-facing skills to ensure proper communication when diagnosing and solving technical problems
  • Experience supporting and troubleshooting custom enterprise software. Jira experience preferred
  • A passion for problem-solving and an eagerness to learn new technologies and skills
  • Excellent verbal and written communication skills, with the ability to discuss abstract or technical concepts
  • The ability to work with internal and external parties spanning a range of positions and technical expertise
  • Above average organizational skills, and a “self-starter” mentality as well as great attention to detail
  • Above average time management as well as multitasking skills and the ability to work with little supervision
  • A self-starter mentality with the ability to work autonomously

Desired Skills

  • Experience with Atlassian JIRA
  • Knowledge of SIEMs e.g. Splunk

Research shows that while men apply to jobs when they meet about 60% of job criteria, women and individuals from marginalized groups tend to apply only when they check every box. If you think you have what it takes but you’re not sure that you check every box, apply anyway!

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Confirmed 15 hours ago. Posted 30+ days ago.

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