Senior Technical Support Engineer

April 27

Stellar Cyber

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Empowering lean security operations teams of any skill to successfully secure their environments. WE ARE HIRING!

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💰 $38M Series B on 2021-11

Description

• Serve as a primary point of contact for clients seeking technical assistance, providing exceptional support via phone, email, chat, and remote sessions • Diagnose troubleshoot, and resolve complex technical issues related to Stellar Cyber’s products and solutions • Collaborate closely with cross-functional teams, including Engineering and Product Management, to escalate and expedite resolution of critical issues • Conduct in-depth analysis of client systems, logs, and network data identify root causes and recommend effective solutions • Create and maintain detailed technical documentation, knowledge base articles, and best practices to assist clients and internal teams • Lead and participate in remote troubleshooting sessions and on-site visits to address escalated technical challenges and provide advanced technical training • Continuously stay up to date with the latest cybersecurity trends, threat landscapes, and industry best practices to provide proactive guidance to clients • Participate in the development and testing of new product features, providing valuable feedback to enhance product functionality and usability • Collaborate with clients to identify opportunities for product enhancements and improvements, conveying client feedback to Product Management • Maintain a strong customer-focused mindset, always ensuring a positive and productive support experience for clients

Requirements

• Bachelor’s degree in computer science or related field • Proven experience in technical support roles within the cybersecurity or IT industry, with a focus on advanced technical troubleshooting and issue resolution • Expertise in configuring, operating, and troubleshooting a wide range of cybersecurity solutions, including firewalls, intrusion detection/prevention systems, SIEM, anti-malware tools, and encryption technologies • Proficiency in analyzing network traffic, logs, and system events to identify and mitigate security threats and vulnerabilities • Strong knowledge of operating systems (Windows, Linux), networking protocols, and cloud environments (AWS, Azure) • Excellent problem-solving skills and a structured approach to issue resolution with the ability to effectively communicate complex technical concepts to non-technical audiences • Exceptional customer service and communication skills, with the ability to empathize with clients and provide clear, concise, and accurate technical guidance • Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment

Benefits

• 11 paid holidays • Generous Accrued Time Off increasing with years of service • Generous paid sick time • Annual day of service