Customer Support Engineer

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🕒 March 13

🏄 California – Remote

🏄 California – Remote

💵 $110k - $160k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

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MixMode

WebsiteLinkedInAll Job Openings

11 - 50 employees

🔒 Cybersecurity

🤖 Artificial Intelligence

💰 $45M Series B on 2022-03

Cybersecurity • Artificial Intelligence

MixMode is a cutting-edge cybersecurity company pioneering the future of threat detection and response with its advanced AI-powered platform. Its platform, built on 'Third Wave AI,' autonomously learns network behavior to detect known and novel cyber threats in real-time, without the need for human intervention or predefined rules. MixMode's technology can identify and respond to threats across cloud, on-premise, and hybrid environments, making it a trusted choice for Security Operations Centers (SOCs) looking to enhance efficiency and reduce alert fatigue. The company aims to revolutionize cybersecurity through its unique self-learning AI, providing unmatched protection against modern cyberattacks, including zero-day and AI-generated threats.

📋 Description

• Ticket Management: Overseeing and resolving technical support requests and cybersecurity issues efficiently. • Customer Training: Conducting training sessions for new customer team members and providing deep dives into new platform features. • Feature Deployment: Handling the setup and configuration of new features and specialized functionality for existing clients. • Technical Consulting: Helping customers write scheduled tasks and develop custom queries to maximize platform utility. • Relationship Building: Building strong, lasting relationships with key customer stakeholders to drive platform adoption and usage. • Cross-Functional Collaboration: Collaborating with security operations, engineering, and product teams to communicate customer needs and feedback.

🎯 Requirements

• Education: Bachelor’s degree in Computer Science, Cyber Security, or a relevant field, or equivalent experience. • Experience: 2-4 years in a customer-facing Customer Success or Technical Support role. • Core Technical Skills: • SIEM & NTA: Experience supporting and troubleshooting SIEM and Network Traffic Analysis platforms in customer environments. • Networking: Solid understanding of networking fundamentals and Syslog-based log ingestion. • Linux: Hands-on experience administering and troubleshooting RHEL, Rocky Linux, and Ubuntu systems. • Kubernetes: Familiarity with Kubernetes and containerized deployments preferred. • Soft Skills: • Strong interpersonal and communication skills, with the ability to explain technical concepts clearly and concisely to diverse audiences. • Proven ability to train customers and present complex information in an engaging, accessible manner. • Skilled at building rapport and collaborating effectively with both customers and internal teams. • Able to work independently or as part of a cross-functional team. • Demonstrates self-awareness, empathy, and composure when navigating complex or high-pressure situations. • Strong problem-solving and troubleshooting abilities in complex cybersecurity environments. • Acts with integrity and maintains a positive, professional attitude in challenging circumstances.

🏖️ Benefits

• Remote-First Work Culture • Healthcare (Medical, Dental, Vision, Accident) • Basic & Voluntary Life and AD&D • Flexible Spending Account (FSA) • 401(k) with Employer Match • Paid Holidays & Flexible Paid Time Off (PTO)